Vacancy details

Egypt | Cairo
Description

JOB TITLE: Quality Supervisor

REPORTS TO: Quality Manager

1.PURPOSE OF JOB

As a quality supervisor, you are responsible for the training delivery and design of training programs that recovers performance gaps proactively. You also will be responsible for the quality ensures meeting company's and account's quality and standards.

2.Key Responsibilities 

Leadership Development

  • Design, develop, and deliver proactive training for all business units.
  • Lead the training and quality team to meet strategic objectives.
  • Provide Business units data quality analysis and setting recovery plans with Stakeholders.
  • Design, develop and deliver a proactive program of Leadership Skills training, for all appropriate staff, as required
  • Design, develop and deliver proactive training on HR issues for line managers, e.g. Absence Management, Disciplinary Procedure, Recruitment, etc
  • Develop an annual training plan for all relevant staff
  • Facilitate the ad-hoc training needs identified for staff in conjunction with relevant line managers
  • Ensure that all necessary training equipment and facilities are available when required
  • Maintain records of attendance using the Learning Management System.
  • Provide regular reports on training activity

Quality

  • Ensure the site implements and maintains relevant quality principles and standards
  • Plan, develop and execute Internal Audits across the account
  • Highlight any service-affecting non-compliance and supports the operational team in resolving them
  • Document corrective actions and conduct follow up audits to ensure compliance
  • Assist in the planning, development, and delivery of any projects identified by the Site Director, which are deemed conducive to heightening the quality of the organization
  • Provided technical specialized input to CSC Operational functions and Clients, where required

3.CORE COMPETENCIES

  • Communication
  • Customer Focus
  • Analysis
  • Leadership
  • Critical thinking

4.EXPERIENCE, KNOWLEDGE, AND SKILLS REQUIRED

 

Skills Required

  • Fluency in English.
  • Call center experience.
  • Proven experience as a quality supervisor.

5.SECURITY COMPLIANCE

Employees are required to maintain compliance with SYKES safety, security, and privacy programs.  Responsible for being an active participant in the SYKES safety, security, and privacy programs to protect SYKES' business operations, facilities, and physical and intellectual property and to ensure a safe and secure working environment for all SYKES' employees.

6.ETHICS COMPLIANCE

SYKES is firmly committed to conducting business in compliance with the letter and spirit of the law and other accepted standards of business conduct as reflected in the company's policies.  Employees are encouraged to observe the highest standards of professionalism at all times and are expected to adhere to SYKES policies on ethics and integrity