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quality assurance manager

COA Holding Company

<div>
 
 Job Description
 
 
 
 The Head of Quality and Training is responsible for overseeing the quality assurance and training functions within the call center. The role ensures that all customer and patient interactions meet the highest service and compliance standards while supporting continuous improvement in agent performance. This position plays a key role in enhancing patient experience, ensuring healthcare compliance, and developing effective training programs for call center teams.
 
 
 Key Responsibilities
 
 
 <ul>
 <li>
 Quality Assurance Management
 </li>
 <li>
 Develop and implement quality assurance frameworks for call center operations.
 </li>
 <li>
 Monitor and evaluate inbound and outbound calls to ensure compliance with company standards and healthcare regulations.
 </li>
 <li>
 Design and maintain call evaluation scorecards and quality monitoring processes.
 </li>
 <li>
 Identify performance gaps and recommend corrective actions.
 </li>
 <li>
 Training &amp; Development
 </li>
 <li>
 Design and deliver onboarding and ongoing training programs for call center agents, team leaders, and supervisors.
 </li>
 <li>
 Develop training materials related to communication skills, patient interaction, call handling, and healthcare services.
 </li>
 <li>
 Conduct refresher training sessions and coaching programs to improve agent performance.
 </li>
 <li>
 Performance Monitoring
 </li>
 <li>
 Analyze call center performance metrics and quality scores.
 </li>
 <li>
 Provide detailed reports and insights to management on quality trends and training needs.
 </li>
 <li>
 Collaborate with operations to improve service quality and productivity.
 </li>
 <li>
 Compliance &amp; Patient Experience
 </li>
 <li>
 Ensure all call center interactions comply with healthcare policies, patient confidentiality standards, and regulatory requirements.
 </li>
 <li>
 Improve patient experience through better communication standards and service quality.
 </li>
 <li>
 Monitor complaint handling and ensure proper escalation processes.
 </li>
 <li>
 Team Leadership
 </li>
 <li>
 Lead and manage the Quality Assurance and Training teams.
 </li>
 <li>
 Provide coaching and performance management for QA analysts and trainers.
 </li>
 <li>
 Promote a culture of continuous improvement and learning.
 </li>
 <li>
 Process Improvement
 </li>
 <li>
 Identify operational gaps in call handling, scripts, and processes.
 </li>
 <li>
 Implement quality improvement initiatives to enhance service delivery.
 
 
 </li>
 </ul>
 
 Qualifications
 
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree in Healthcare Management, Pharmacy, Medicine, Business Administration, or related field.
 </li>
 <li>
 Certification in Quality Assurance, Customer Experience, or Training is a plus.
 
 
 </li>
 </ul>
 
 Experience
 
 
 
 <ul>
 <li>
 7&ndash;10 years of experience in call center operations, quality assurance, or training.
 </li>
 <li>
 Minimum 3&ndash;5 years in a leadership role.
 </li>
 <li>
 Experience in healthcare call centers, telemedicine services, clinics, or hospitals is a must.
 
 
 </li>
 </ul>
 Interested candidates can apply on : monica.wassim@coaholding.com
</div>

Head Of Quality and Training Team

Al Ahly Momkn

<div>
 
 
 Duties and Responsibilities:
 
 
 
 <ul>
 <li>
 Issue Management Triage &amp; Prioritization: Lead the triage process by collaborating with stakeholders to prioritize defects based on risk assessment and business impact, ensuring high-value resolutions, and ensure timely resolution according to business impact.
 
 
 </li>
 <li>
 Stakeholder Collaboration Cross-Functional Leadership: Facilitate calibration sessions and technical meetings across all organizational levels to align on system stability and quality standards.
 
 
 </li>
 <li>
 Reporting &amp; Analytics Operational Intelligence: Analyze performance drivers and technical changes to provide actionable insights. Deliver high-level dashboards and reports (Weekly/Monthly/Annual) to senior management.
 
 
 </li>
 <li>
 Quality Strategy Framework Design: Partner with QA leadership to design and implement Quality Gates, and refine quality rules, guidelines, and monitoring limits within the CI/CD pipeline to ensure consistent service delivery.
 
 
 </li>
 <li>
 Continuous Improvement Process Optimization: Leverage customer feedback and performance data to recommend and implement process improvements that enhance the end-to-end user experience.
 
 
 </li>
 <li>
 Performance Tracking: Manage individual and team performance tracking using ITSM tools (Jira, ManageEngine, etc.) to ensure accountability and KPIs are met and Implement Predictive Analytics to forecast potential system bottlenecks before they occur.
 
 
 </li>
 <li>
 Risk Mitigation &amp; Training: Conduct Root Cause Analysis (RCA) and Hazard Analysis, to prevent recurring issues, and Develop training materials to improve the team on quality best practices.
 
 
 
 
 
 </li>
 </ul>
 Requirements
 
 
 Job Requirements:
 
 
 Education:
 
 <ul>
 <li>
 Bachelor&rsquo;s degree in Computer Science, Information Technology, Software Engineering, CIS, MIS, BIS, from a top-tier university is a strong preference.
 
 
 </li>
 </ul>
 Technical Skills:
 
 <ul>
 <li>
 Skillful in data analysis &amp; reporting tools [MS Excel, Power BI, Python, &hellip; etc.]
 
 </li>
 <li>
 Working knowledge of tools, methods, and concepts of quality assurance.
 
 </li>
 <li>
 Familiarity with AI-powered testing assistants (e.g., Copilot for QA, self-healing test scripts) is highly recommended.
 
 </li>
 <li>
 A certificate in Data Analysis using Excel &amp; Power BI or Python is needed.
 
 </li>
 <li>
 Certificate in Quality Assurance, ISO 27001, ITIL Foundation, Six Sigma (Green/Black Belt), or Lean Management is a plus.
 
 
 </li>
 </ul>
 Soft Skills:
 
 <ul>
 <li>
 Excellent data collection &amp; presentation skills.
 
 </li>
 <li>
 Strong attention to detail, problem analysis and problem solving.
 
 </li>
 <li>
 High communication skills, both verbal &amp; written.
 
 </li>
 <li>
 Ability to translate complex technical defects into business-risk language for non-technical executives.
 
 </li>
 <li>
 High Adaptability.
 
 </li>
 </ul>
</div>

IT Quality Assurance Senior Analyst

Brave Bison

<div>
 
 
 QA Team Lead, Brave Bison Commerce
 
 
 
 
 
 
 
 Who are we?
 
 
 
 A world where complexity is the only constant demands a new breed of company. Brave Bison is a different beast: a media, marketing and technology company purpose built for the digital era.
 
 
 
 
 
 Our universe is made up of award-winning business arms Brave Bison, Engage, SocialChain and MTM. And we&rsquo;re underpinned by leading marketing training practice, MiniMBA, as well as our very own social-first media network who deliver monthly views in the billions for some of the biggest channels in sport and entertainment across YouTube, Snap, Meta and TikTok.
 
 
 
 
 
 We&rsquo;re a global collective who live and breathe digital, working with some of the boldest brands in the world to capitalise on the complexity that defines the modern marketing landscape.
 
 
 
 
 
 
 
 
 
 Our mission
 
 
 
 
 
 
 New platforms, new behaviours, new audiences, new trends, new technologies, new regulations&mdash;our clients&rsquo; worlds get more complex daily. Their agency partnerships shouldn&rsquo;t. It&rsquo;s our job to cut through the chaos, make the complex simple and navigate a clear path to growth for them.
 
 
 
 
 
 That&rsquo;s why we make it our mission to
 
 capitalise on complexity
 
 for our clients&mdash;across consultancy, capability and execution&mdash;by crafting dynamic digital solutions that outpace tomorrow&rsquo;s challenges.
 
 
 
 
 
 
 
 
 
 Our values
 
 
 
 
 
 
 
 
 
 We&rsquo;re a proudly diverse business comprised of deep specialists across media, marketing, training and technology. Although our skills, backgrounds and beliefs may differ, we are united by four core shared values:
 
 <ul>
 <li>
 
 Bold Curiosity.
 
 </li>
 </ul>
 
 We run at change and challenge convention because we love to push the boundaries of what the world thinks is possible. We champion discovery, go deep into our clients&rsquo; worlds and are always hungry to learn more about them, our specialisms and each other.
 
 
 
 
 <ul>
 <li>
 
 Connected Clarity.
 
 </li>
 </ul>
 
 We are focused in our collaboration &mdash; joining the right dots between our clients, our partners and our herd of experts to deliver agile solutions at speed and scale. We set a shared ambition from the outset, are transparent at every stage and always strive to make the complex simple.
 
 
 
 
 <ul>
 <li>
 
 Positive Encouragement.
 
 </li>
 </ul>
 
 We want to make working with us the best part of someone&rsquo;s day. We lift one other up, find the fun in the day to day and are committed to ensuring everyone belongs.
 
 
 
 
 
 
 
 <ul>
 <li>
 
 Constant Impact.
 
 </li>
 </ul>
 
 We believe in outcomes over outputs. We&rsquo;re goal orientated, results driven and data-led. We show up with passion every day. And we&rsquo;re always honing our craft.
 
 
 
 
 
 
 Brave Bison Commerce
 
 
 
 With over 300 ecommerce projects and &pound;2billion worth of transactions under our belt, we&rsquo;ve designed and built hundreds of bespoke digital solutions for complex B2B, B2C, D2C and B2B2C companies.
 
 
 Whether we&rsquo;re modernising a monolith platform or building a fully composable solution, we ensure our clients are ready to meet customers anywhere &ndash; online, mobile, in-store or on social &ndash; unlocking a brave new world of possibility.
 
 
 
 
 
 
 Your role
 
 
 
 As the QA Team Lead, you will establish and lead the Quality Assurance function across the business. This includes defining the QA vision, building scalable processes, mentoring the QA team, and ensuring consistent, high-quality delivery of e-commerce solutions.
 
 
 
 
 
 Because this role interacts with stakeholders across multiple countries and departments, we&rsquo;re looking for someone
 
 easy-going, approachable, and highly effective in communication
 
 , able to collaborate smoothly with diverse teams and build strong relationships.
 
 
 
 
 
 A major aspect of this role is
 
 advocating for QA
 
 ,
 
 educating stakeholders
 
 on its value, and ensuring QA has a strong, respected presence
 
 in all project phases
 
 . You will enforce QA processes across existing and new projects, including early
 
 involvement during the pre-sales or discovery phases.
 
 
 
 
 
 
 You will also be responsible for introducing
 
 AI-driven approaches
 
 to reduce QA effort, streamline workflows, and increase overall efficiency.
 
 
 
 
 
 
 Key Responsibilities
 
 
 <ul>
 <li>
 Establish and lead the QA practice within the organisation, defining the long-term QA strategy and vision.
 </li>
 <li>
 Communicate and demonstrate the value of QA to stakeholders, leadership, and cross-functional teams.
 </li>
 <li>
 Advocate for the QA team, ensuring QA has influence across all project stages.
 </li>
 <li>
 Review QA involvement, ways of working, and quality gates across all existing projects; recommend and implement improved, more efficient processes.
 </li>
 <li>
 Enforce robust QA processes for all new projects, starting from the pre-sales phase.
 </li>
 <li>
 Lead, mentor, and grow a team of QA engineers. Coordinate with teams on which trainings they should take, depending on the project needs.
 </li>
 <li>
 Ensure consistent testing standards across functional, regression, integration, and end-to-end testing.
 </li>
 <li>
 Implement and track QA KPIs (defect leakage, test coverage, release readiness, etc.).
 </li>
 <li>
 Identify opportunities to use AI tools to improve QA efficiency, ensuring responsible and effective adoption.
 </li>
 <li>
 Collaborate closely with Product, Development, and Delivery teams to embed quality throughout the SDLC.
 </li>
 <li>
 Participate in release planning, risk assessments, and quality gate approvals.
 </li>
 </ul>
 
 
 
 
 
 Required Skills &amp; Experience
 
 
 <ul>
 <li>
 5+ years of experience in QA roles, with at least 2 years in a leadership or team lead position.
 </li>
 <li>
 Strong experience working in
 
 e-commerce environments
 
 with complex, high-traffic systems.
 </li>
 <li>
 Strong understanding of QA methodologies, test strategies, and agile delivery practices.
 </li>
 <li>
 
 Fluent English
 
 &mdash; essential for working in a multi-national organisation and collaborating with global teams.
 </li>
 <li>
 
 Easy-going, approachable, and excellent communication skills
 
 &mdash; able to collaborate effectively across diverse teams and cultures.
 </li>
 <li>
 Ability to clearly articulate QA value to both technical and non-technical stakeholders and clients.
 </li>
 <li>
 Strong analytical and problem-solving skills with excellent organisational abilities.
 </li>
 <li>
 Experience managing remote or international QA teams.
 </li>
 <li>
 
 Ability to introduce, implement, and scale the use of AI tools in QA
 
 , improving team efficiency and reducing manual effort.
 </li>
 <li>
 Knowledge of performance, load, or security testing is a plus.
 </li>
 </ul>
 
 
 
 
 
 Nice-to-Have
 
 
 <ul>
 <li>
 Experience with API testing tools (Postman, REST Assured).
 </li>
 <li>
 Knowledge of cloud environments (AWS, Azure).
 </li>
 <li>
 ISTQB or equivalent certification.
 </li>
 <li>
 Experience evaluating or experimenting with modern AI tools for software testing and productivity.
 </li>
 </ul>
 
 
 
 
 
 What you&rsquo;ll get
 
 
 
 
 
 
 Our people make us who we are, so to make sure we attract and retain the best and brightest in the industry, we offer an attractive benefits package.
 
 
 
 
 
 But not only that, we are the UK&rsquo;s first carbon neutral agency (a status we have held since 2018), with a serious commitment to monitoring and reducing the impact our work has on the planet across three core sustainability pillars of Greenhouse Gases, Waste &amp; Recycling and Sustainable Consumption.
 
 
 
 
 
 Then there&rsquo;s a whole host of benefits &ndash; from discounted gym memberships and free eye tests to an employee pension scheme and enhanced maternity, paternity, and adoption package. Here&rsquo;s a snapshot of just some of the benefits we think you might also like:
 
 
 
 
 <ul>
 <li>
 
 Dynamic working:
 
 To keep that work-life harmony in check, we're flexible on where and when you work
 </li>
 <li>
 
 Calm Subscription:
 
 Now more than ever, it&rsquo;s important to mind your mind!
 </li>
 <li>
 
 25 days annual leave:
 
 This increases to 27 days after three years with us, and then increases every subsequent year up to a max. of 30 days
 </li>
 <li>
 
 Christmas closure:
 
 No need to save holiday days for the Christmas closure period. It's on us!
 </li>
 <li>
 
 Birthdays off:
 
 One extra day to celebrate your big day
 </li>
 <li>
 
 Summer hours:
 
 Between June and Aug we finish at 15.00 every Friday.
 </li>
 <li>
 
 Online coaching and mental health support:
 
 Unlimited via OpenUp
 </li>
 <li>
 
 Remote Working:
 
 Work abroad for up to one month a year.
 </li>
 <li>
 
 Performance &amp; Salary:
 
 Reviewed twice a year for everyone.
 </li>
 </ul>
 
 
 
 
 Finally, we&rsquo;re proud and committed to being an equal opportunity workplace, providing equal opportunities for all and treating all existing employees and all job applicants in the same way, regardless of their age, disability, gender, gender reassignment, race, religion or belief, sexual orientation, pregnancy and maternity status and marital &amp; civil partnership status.
 
</div>

QA Team Lead

Innovo Group

<div>
 Role Purpose
 
 To lead and supervise the site quality control team in implementing and maintaining the quality management system across all construction activities. The Quality Control Team Leader ensures that all works are executed in compliance with project specifications, industry standards, and client requirements, while promoting a proactive quality culture on-site.
 
 Key Accountabilities
 <ul>
 <li>
 Lead the quality control team in daily inspection and testing activities across civil, mechanical, and electrical disciplines.
 </li>
 <li>
 Review and implement Inspection &amp; Test Plans (ITPs), method statements, and quality procedures.
 </li>
 <li>
 Supervise the preparation and maintenance of quality documentation, including checklists, test reports, and NCRs.
 </li>
 <li>
 Ensure all materials, workmanship, and construction activities comply with approved drawings and standards.
 </li>
 <li>
 Coordinate with site engineers, consultants, and subcontractors to resolve quality-related issues.
 </li>
 <li>
 Conduct regular audits and site walkthroughs to identify potential non-conformities and recommend corrective actions.
 </li>
 <li>
 Monitor the implementation of corrective and preventive actions and ensure timely closure of NCRs.
 </li>
 <li>
 Support project handover by ensuring proper documentation and quality dossiers are completed.
 </li>
 <li>
 Assist in training and mentoring site QC inspectors to maintain a high standard of quality awareness.
 </li>
 <li>
 Promote continuous improvement and quality awareness within project teams.
 </li>
 </ul>
 Qualifications, Experience, Knowledge &amp; Skills
 <ul>
 <li>
 Bachelor's degree in civil, Mechanical, or Electrical Engineering.
 </li>
 <li>
 5+ years of experience in Quality Control within the construction sector.
 </li>
 <li>
 Deep understanding of QA/QC processes, international codes, and project specifications.
 </li>
 <li>
 Experience with ISO 9001 standards and construction quality management systems.
 </li>
 <li>
 Strong leadership, communication, and problem-solving skills.
 </li>
 <li>
 Proficiency in Microsoft Office, AutoCAD, and quality tracking systems.
 </li>
 <li>
 Quality certifications (e.g., ISO Lead Auditor, CQE) are an advantage.
 </li>
 </ul>
</div>

Quality Team Leader

PepsiCo

<div>
 
 Responsibilities
 
 
 
 <ul>
 <li>
 Conduct daily &amp; weekly reconciliation on consumables/consignments and ensure that they are logged on SAP.
 </li>
 <li>
 Validate stock in CoMan on a daily basis and ensure that it is reported to the SP&amp;L team to coordinate with raw material suppliers for smooth operations.
 </li>
 <li>
 Validate BOMs of Gold item by item &amp; ensure that codes are properly matched with SKU codes.
 </li>
 <li>
 Coordinate deployment of FG from CoMan warehouse to DCs on a daily basis.
 </li>
 <li>
 Ensure raw material receiving data is submitted on SAP and share receiving documents with the WH team.
 </li>
 <li>
 Process invoices and credit notes on Aqulla.
 </li>
 <li>
 Conduct periodical witness sessions/Proficiency testing of CoMan laboratory testing in a timely manner to ensure accurate laboratory testing of the CoMan Lab team as per PepsiCo standards to mitigate any risk of poor lab testing. (E)
 </li>
 <li>
 Carry out periodical checks on finished products as per the standard sampling protocol &amp; testing to ensure that finished products are compliant with product specifications (e.g., product quality, packaging quality). (D)
 </li>
 <li>
 Manage customer complaints &amp; ensure that they are investigated by the CoMan team. Review corrective actions with tracking &amp; monitoring of CoMan customer complaints. (D)
 </li>
 <li>
 Develop &amp; report CoMan Quality KPIs to the business to ensure that CoMan is compliant with PepsiCo standards. (E)
 </li>
 <li>
 Coordinate &amp; schedule external audits (AIB/GFSI) on CoMan facilities, review audit reports &amp; ensure that there is a solid action plan based on audit nonconformities. (E)
 </li>
 <li>
 Ensure that key food safety contingency protocols are compliant (e.g., ensure that mock recalls are conducted periodically&mdash;forward or backward&mdash;for effective product traceability if needed). (D)
 </li>
 <li>
 Train &amp; coach the CoMan team on PepsiCo food safety standards as well as product quality procedures. (E)
 </li>
 <li>
 Ensure the receiving of raw &amp; pack materials at the CoMan facility. Validate quantities delivered vs. delivery receipts/documents against the delivery schedule shared by the SP&amp;L team to ensure that CFI pays for what has been received as per the receiving key control.
 </li>
 <li>
 Ensure submission of material received on SAP &amp; ensure SAP records are updated for every delivery to enable manufacturing backflush.
 </li>
 <li>
 Validate raw material rejections at the time of receiving to avoid any manipulation by CoMan for selective receiving. Conduct double testing on potatoes to confirm the rejection reason.
 </li>
 <li>
 Coordinate the return of defective raw materials through validating quantities, defects &amp; quarantine.
 </li>
 <li>
 Ensure phasing of pricing (Gold) per material change on the ground through isolation, reporting &amp; proper consumption &amp; FG segregation.
 </li>
 <li>
 Conduct physical counts on raw materials &amp; share stock reports with SP&amp;L for proper production &amp; material planning to ensure smooth operations.
 </li>
 <li>
 Coordinate operational consumables &amp; ensure delivery of consumables from the spare parts store to CoMan in a timely manner to ensure smooth &amp; uninterrupted operations.
 </li>
 <li>
 Reconcile operational consumables &amp; consignments to validate consumption vs. standard rates to charge CoMan for extra consumption.
 </li>
 <li>
 Review product GRs on SAP to ensure that all products manufactured in the CoMan facility have been recorded on SAP for invoice issuing.
 </li>
 <li>
 Run MUV calculations based on the physical count of raw material &amp; FG; then validate actual consumption vs. BOMs on SAP to ensure that material consumption is not deviated from the standard.
 </li>
 <li>
 Calculate MUV deviations through material standard/period cost; then review with the Control team to charge CoMan on deviated consumption through CN.
 </li>
 <li>
 Process invoices, credit &amp; debit notes on Aqulla/NGDI &amp; match delivery records vs. GRs on SAP to ensure proper payment to CoMan for the exact amount of FG at the correct price.
 </li>
 <li>
 Verify quantities of material waste &amp; ensure that they are real waste to avoid any manipulation by CoMan &amp; waste collection suppliers. Ensure that waste is recorded on SAP on a daily basis as per GCS standards.
 </li>
 <li>
 Ensure that commercial weight is being fulfilled by CoMan packaging machines to ensure that there are no discrepancies.
 </li>
 <li>
 Coordinate FG deployment as per production &amp; deployment plans &amp; ensure that GRs match product receiving on SAP.
 </li>
 <li>
 Enter CoMan operational, quality &amp; performance/sustainability KPIs on the CoMan automation dashboard system for the Egypt BU.
 </li>
 <li>
 Enter AU, TE &amp; NE on the daily scorecard in line with the outstanding balance of CoMan from SAP records.
 </li>
 <li>
 Review &amp; validate the calculation of carton conversion into tons to verify the cost per carton vs. tons in the contract to ensure that CFI pays the proper rate as per the contract before PO release/amendments.
 </li>
 <li>
 Collect waste selling documents &amp; calculate waste refunds for CoMan by ingredient to ensure issuing of electronic invoices and/or debit notes according to toll manufacturing agreements.
 </li>
 <li>
 Review all BOMs of Gold phasing by ingredient &amp; consumption vs. standard to ensure no gain/loss of phased packaging material.
 </li>
 <li>
 Calculate stoppage claims per material &amp; conclude cost.
 </li>
 <li>
 Ensure that there are no near-to-expiry items in CoMan stock &amp; ensure that the raw material planning team takes action to move them from CoMan premises.
 </li>
 <li>
 Ensure that CoMan quality &amp; food safety is implemented in CoMan operations &amp; processes.
 </li>
 <li>
 Report daily downtime, material efficiency &amp; submit daily scorecards to be circulated with stakeholders.
 </li>
 <li>
 Ensure that the deployment plan is executed to avoid stoppages in CoMan due to high stock.
 
 
 </li>
 </ul>
 
 Qualifications
 
 
 
 <ul>
 <li>
 Food Safety Expereience
 </li>
 <li>
 Certified as a Safety Auditor
 </li>
 <li>
 Total Quality Approach
 </li>
 <li>
 Experience in Quality Control Management of similar position.
 </li>
 <li>
 Technical Knowledge of Quality Management System &amp; concepts.
 </li>
 <li>
 Knowledge of Statistical Process Control techniques.
 </li>
 <li>
 Strong interpersonal &amp; analytical skills
 </li>
 <li>
 Fluent English language
 </li>
 <li>
 Computer literate.
 </li>
 <li>
 in Chemistry or Food science / Technology
 </li>
 <li>
 Spent the last 3 years in a similar capacity
 </li>
 <li>
 Communication Skills
 </li>
 <li>
 Planning &amp; Organizing
 </li>
 <li>
 Problem Solving
 </li>
 <li>
 Excellent command of English language (Scientific English is a plus)
 </li>
 <li>
 Accuracy &amp; Attention to Details
 </li>
 <li>
 Internal / External Customer Focus
 </li>
 <li>
 Accountable, Assertive &amp; Adaptable
 </li>
 <li>
 Forward thinking, Motivating &amp; Growing people
 </li>
 <li>
 Collaborative &amp; living our values
 </li>
 </ul>
</div>

CoMan Operations Associate

Deloitte

<div>
 
 About Deloitte
 
 : When you work for us, you commit to a career at one of the largest and most prestigious professional services firms in the world. We have received numerous awards over the last few years, including Best Employer in the Middle East, and Best Consulting Firm, and the Middle East Training &amp; Development Excellence Award.
 
 
 
 Our Purpose
 
 
 
 Deloitte makes an impact that matters. Every day we challenge ourselves to do what matters most&mdash;for clients, for our people, and for society. We serve clients distinctively, bringing innovative insights, solving complex challenges and unlocking sustainable growth. We inspire our talented professionals to deliver outstanding value to clients, providing an exceptional career experience and an inclusive and collaborative culture. We contribute to society, building confidence and trust in the markets, upholding the integrity of organizations and supporting our communities.
 
 
 Our shared values guide the way we behave to make a positive, enduring impact:
 
 
 <ul>
 <li>
 Lead the way
 </li>
 <li>
 Serve with integrity
 </li>
 <li>
 Take care of each other
 </li>
 <li>
 Foster inclusion
 </li>
 <li>
 Collaborate for measurable impact
 
 
 </li>
 </ul>
 During your tenure as an Associate, you will demonstrate and develop your capabilities in the following areas:
 
 
 <ul>
 <li>
 Follow established KYC/AML processes for new and existing clients/vendors in line with relevant Deloitte Global and local policies, undertake due diligence and to raise any concerns to the quality risk representative/management.
 </li>
 <li>
 Perform AML risk assessment and analyze AML risks associated with the client and identify 'red flag' situations. Potential risks and operational issues should be identified and escalated as appropriate
 </li>
 <li>
 Comply with all relevant internal policies and procedures
 </li>
 <li>
 Assist with Customer Due Diligence (CDD) reviews including trigger events and Politically Exposed Persons (PEPs)
 </li>
 <li>
 Exhibit strong written and verbal communication skills and consistently communicate with teams regarding compliance-related functions and investigative responsibilities
 </li>
 <li>
 Engage with key stakeholders of the firm, including other Deloitte offices to build solid relationships, improve processes, share knowledge and develop a compliance culture
 </li>
 <li>
 Communicate compliance analysis and findings to management and staff, and to other members of the business.
 </li>
 <li>
 identify any client/engagement related risks and escalate any issues to the quality risk representative.
 </li>
 <li>
 Proactively manage the centralized KYC mailbox and respond to queries accurately, efficiently, and promptly.
 
 
 </li>
 </ul>
 
 Leadership Capabilities
 
 
 
 <ul>
 <li>
 Builds own understanding of our purpose and values; explores opportunities for impact.
 </li>
 <li>
 Demonstrates strong commitment to personal learning and development; acts as a brand ambassador to help attract top talent
 </li>
 <li>
 Understands expectations and demonstrates personal accountability for keeping performance on track
 </li>
 <li>
 Actively focuses on developing effective communication and relationship-building skills
 </li>
 <li>
 Understands how their daily work contributes to the priorities of the team and the business
 
 
 </li>
 </ul>
 
 Qualifications
 
 
 
 <ul>
 <li>
 A Bachelor&rsquo;s degree in relevant field
 </li>
 <li>
 Strong proficiency in basic PC applications (Excel, Word, PowerPoint, etc.) with a general understanding of data analysis techniques
 </li>
 <li>
 Work experience is preferred in a similar role
 </li>
 <li>
 Ability to think strategically and assist in the organization and management of a multi-disciplinary team; ability to sell additional services to clients
 </li>
 <li>
 Ability to conduct extensive research
 </li>
 <li>
 Proficiency in English (written and spoken)
 </li>
 <li>
 Proficiency in Arabic is a plus
 </li>
 </ul>
</div>

Associate | Quality, Risk & Security - Client Acceptance | Egypt

<div>
 
 
 Position Overview
 
 
 
 The Quality Assurance Analyst is responsible for evaluating transactions between Operations Customer Experts (OCEs) and Customers (Voice, Email, Chat, Click-to-Call, Social Media or other channels) to identify and suggest opportunities for improvement within the project's processes in order to help TP meet our client&rsquo;s expectations and increase our end user&rsquo;s, OCEs and client&rsquo;s satisfaction.
 
 
 
 
 
 
 Position Overview
 
 
 
 The Quality Assurance Analyst is responsible for evaluating transactions between Operations Customer Experts (OCEs) and Customers (Voice, Email, Chat, Click-to-Call, Social Media or other channels) to identify and suggest opportunities for improvement within the project's processes in order to help TP meet our client&rsquo;s expectations and increase our end user&rsquo;s, OCEs and client&rsquo;s satisfaction.
 
 Key Responsibilities
 
 
 
 (may perform other duties as requested, not specifically addressed in this document)
 
 
 Maintain independence and objectivity while evaluating and assessing OCEs' quality performance. Ensuring independence in Quality Assurance (QA) evaluations of Operations Customer Experts (OCEs) is crucial to maintaining fairness, accuracy, and credibility. Independence means that QA analysts evaluate OCE performance objectively, free from personal biases or external influences, by adhering to the
 
 
 following principles:
 
 <ul>
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 Avoid Conflicts of Interest: QA analysts should not evaluate Operations Customer Experts they supervise or work closely with to prevent biased assessments.
 </li>
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 Objective Oversight: Ensure QA analysts do not have personal or professional relationships with the Operations Customer Experts being evaluated. If this is the case, the evaluations must be performed by another Quality Assurance Analyst.
 </li>
 <li>
 Calibration Sessions: Regularly conduct calibration meetings to align evaluators and ensure consistent interpretation and application of evaluation criteria.
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 Detailed Evaluations: QA analysts must clearly document the rationale for each score, providing specific evidence from the call or interaction to support their assessments.
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 <li>
 Spot Checks on Supervisor Evaluations: Conduct periodic spot checks on evaluations performed by Operations Supervisors to verify accuracy, consistency, and adherence to established QA guidelines. This helps identify and correct potential biases or discrepancies in their assessments.
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 Findings/identification that allow for the improvement of OCEs - Operations Customer Experts and operational results.
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 Consistency.
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 Identify risks in the projects and suggest ways of internal control to mitigate the associated risks.
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 Identify potential fraud and security-related issues: short calls, authentication, tools, sales, referrals.
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 Provide valuable information about the project to the Quality Assistance Manager.
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 Deliver productivity.
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 Identify training needs.
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 <li>
 Reporting of nonconforming situations; End Customers support through calls (inbound and outbound) and other channels (chat, email, click to call, back office...).
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 Interaction with other departments in order to improve or maximize results.
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 Be an active part of the processes of continuous improvement, proposing methods of improvement and innovation across the department and the company (producing fresh and imaginative ideas and solutions).
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 <li>
 Ensure that all TP processes, procedures, and policies are fulfilled.
 </li>
 </ul>
 
 
 
 
 
 
 
 
 Required Qualifications
 
 
 <ul>
 <li>
 Education and specific Training: Bachelor&rsquo;s degree or Graduate (preferentially).
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 <li>
 Fluency in German (B2 or above)
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 <li>
 Fluency in English (B1 or above)
 </li>
 <li>
 Work Experience: 6 Months up to two years of experience in Quality Assurance and Contact Center.
 </li>
 </ul>
 
 
 
 
 Soft Skills &amp; Other Requirements
 
 
 
 Technical Skills Hiring Requirements:
 
 <ul>
 <li>
 Working knowledge of Microsoft Office Suite (Excel, Word, PowerPoint).
 </li>
 <li>
 Understands contact center business and trends.
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 <li>
 Analytical skills and proactive reporting insights. Skills to be trained:
 </li>
 <li>
 Client Product Training; Use of production tools.
 </li>
 <li>
 Use of phone - email System.
 </li>
 <li>
 Use of BMS System. Competencies and specific skills:
 </li>
 <li>
 Achievement is oriented.
 </li>
 <li>
 Communication skills.
 </li>
 <li>
 Customer oriented.
 </li>
 <li>
 Diversity orientation.
 </li>
 <li>
 Judgment.
 </li>
 </ul>
</div>

German Quality Assurance Analyst

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