Company Description

iSON Xperiences Ltd is a leading global Customer Experience Management and Business Process Outsourcing company located in Heliopolis. With over 18,000 employees across 18 countries in Africa, Middle East, and ASEAN, we serve 50 million global customers across various industries. Our modern omnichannel technologies, processes, and infrastructures aim to deliver customer delight through human efforts and technology, whether onshore, offshore, nearshore, or remote working.

Role Description

This is a full-time on-site role for a QA Auditor-Supervisor in the BPO-Contact Center Industry. The QA Auditor-Supervisor will be responsible for quality auditing, control, assurance, and management tasks on a day-to-day basis to ensure client satisfaction.

Responsibilities :

** Manage the End User Survey team by planning their targets and collecting and analyzing survey data to take proper actions

** Manage client satisfaction survey by sending the survey to clients and follow up with them, prepare the required § - Conduct unplanned audit and End-to-end process audit.

• Collect data and reports that are needed, analyze data, and prioritize actions that should be taken to correct defects.
• Revisit the performance metrics targets when needed.
• Check random samples of reports and escalate them if non-compliance issues are found.
• Develop monthly reports as required.

Qualifications

. Quality Auditing, Auditing, and Quality Control skills

. Experience in QA processes and procedures

. Attention to detail and analytical skills

. Excellent communication and interpersonal skills

. Ability to work effectively in a team

. Knowledge of BPO-Contact Center industry standards

. Bachelor's degree in a relevant field

·        English Language Level: B

·        ISO 9001, 27001 & 45001 Awareness

·        Excellent in MS office, Excel and PowerPoint.

·        Very Good in MS Visio and Minitab.

·        Leadership skills

·        Planning and goal setting

·        Business writing

·        Time and resource management

·        Communication skills

·        Decision making

·        Problem solving

·        Process orientation

·        Leadership and coaching skill

.      Multi-tasking