accounting manager

area manager

consultant, qa/qc

engineering manager

qc supervisor-ops

quality assurance manager

IGT Solutions

<div>
 
 We are seeking a highly experienced and results-driven
 
 Quality Manager
 
 to lead the Quality Assurance function for a key strategic program within our organization. This is a dedicated role where you will be instrumental in driving quality, customer satisfaction, and compliance across all contact center operations supporting a major global client in the travel/airline sector. If you have a passion for operational excellence and a proven track record in contact center quality, we invite you to apply.
 
 
 
 
 
 🌟 Key Responsibilities
 
 
 
 
 <ul>
 <li>
 
 Team Leadership:
 
 Manage, coach, and develop a team of QA Analysts/Monitors, fostering a high-performance culture.
 </li>
 <li>
 
 Strategic Oversight:
 
 Design, implement, and maintain a robust Quality Assurance framework tailored to the specific program's needs.
 </li>
 <li>
 
 Performance Improvement:
 
 Analyze quality trends, conduct root cause analysis (RCA) using methodologies like
 
 5 Whys and Fishbone
 
 , and present actionable insights to internal and client stakeholders.
 </li>
 <li>
 
 Stakeholder Management:
 
 Serve as the primary quality liaison, driving collaboration with Operations, Training, WFM, and the
 
 Client team
 
 .
 </li>
 <li>
 
 Compliance &amp; Standards:
 
 Ensure strict adherence to service standards, regulatory guidelines, data privacy, and security policies.
 </li>
 <li>
 
 Framework Management:
 
 Lead calibration sessions, design/update scorecards, build comprehensive SOPs, and manage the QA platform.
 </li>
 </ul>
 
 
 
 
 
 ✅ Required Qualifications
 
 
 
 
 
 
 
 
 
 
 1. Education &amp; Experience
 
 
 
 
 
 <ul>
 <li>
 
 3&ndash;5+ years of experience
 
 in Contact Center Quality Assurance.
 </li>
 <li>
 
 Proven experience managing or leading QA teams.
 
 </li>
 <li>
 Experience supporting customer service, sales, or technical support programs.
 </li>
 <li>
 Demonstrated success driving quality improvement initiatives.
 </li>
 </ul>
 
 
 
 
 
 2. Technical &amp; Analytical Skills
 
 
 
 
 
 <ul>
 <li>
 
 Strong understanding of key contact center KPIs
 
 (QA scores, CSAT/NPS, AHT, FCR, compliance, etc.).
 </li>
 <li>
 Ability to analyze trends, identify root causes, and
 
 present data-driven, actionable insights.
 
 </li>
 <li>
 Familiarity with QA frameworks, calibration processes, and scorecard design.
 </li>
 <li>
 Proficiency with MS Excel/Google Sheets and data visualization tools (Tableau, Power BI, etc.).
 </li>
 <li>
 Experience with
 
 QA platforms
 
 and
 
 strong documentation skills
 
 (SOPs, workflows, process maps).
 </li>
 </ul>
 
 
 
 
 
 3. Leadership &amp; Management Skills
 
 
 
 
 
 <ul>
 <li>
 Ability to coach, mentor, and develop a QA team.
 </li>
 <li>
 
 Strong stakeholder management skills
 
 across various departments and the Client team.
 </li>
 <li>
 Skilled in
 
 facilitation of calibrations
 
 , feedback sessions, and performance discussions.
 </li>
 <li>
 Ability to influence without authority and manage sensitive feedback conversations.
 </li>
 <li>
 Strong time management and project management skills.
 </li>
 </ul>
 
 
 
 
 
 4. Quality &amp; Compliance Expertise
 
 
 
 
 
 <ul>
 <li>
 Knowledge of standard QA methodologies (sampling, audits, calibration, VOC integration).
 </li>
 <li>
 Understanding of compliance requirements (data privacy, security policies, regulatory guidelines).
 </li>
 <li>
 Ability to conduct deep-dives and lead RCA methodologies (e.g., 5 Whys, Fishbone).
 </li>
 <li>
 Experience creating and updating scorecards and audit guidelines.
 </li>
 <li>
 Understanding of call-flow best practices, soft skills, and process adherence.
 </li>
 </ul>
 
 
 
 
 
 5. Soft Skills
 
 
 
 
 
 <ul>
 <li>
 
 Excellent communication skills
 
 (verbal and written).
 </li>
 <li>
 High attention to detail with a
 
 strong sense of ownership.
 
 </li>
 <li>
 Ability to work cross-functionally and foster collaboration.
 </li>
 <li>
 Comfortable working under pressure and managing multiple tasks simultaneously.
 </li>
 <li>
 A dedicated problem-solver with a
 
 continuous improvement mindset.
 
 </li>
 </ul>
 
 
 
 
 
 ➕Preferred Qualifications
 
 
 
 
 
 <ul>
 <li>
 
 Experience in the travel or airline domain
 
 is a significant advantage.
 </li>
 <li>
 Experience in
 
 BPO/outsourcing environments
 
 or multi-client setups.
 </li>
 <li>
 Lean Six Sigma Yellow/Green Belt certification.
 </li>
 <li>
 Knowledge of speech analytics and automation QA tools.
 </li>
 <li>
 Experience creating client-facing insights decks.
 </li>
 </ul>
 
 
 
 
 
 
 
 
 Apply Today!
 
 
 
 
 
 
 If you are ready to take ownership of the quality journey for a major global client and meet the qualifications listed above, we encourage you to apply. Join us in setting the standard for exceptional customer experience!
 
</div>

Quality Assurance Manager

Jamjoom Pharma

<div>
 Join Jamjoom Pharma as a
 
 Junior IPC Manager &ndash; Quality Department
 
 
 
 Are you detail-oriented, driven, and passionate about
 
 quality assurance in the pharmaceutical industry
 
 ? Jamjoom Pharma is seeking a dedicated
 
 Junior IPC Manager
 
 to join our Quality team and contribute to our mission of delivering excellence in healthcare.
 
 
 
 Key Responsibilities
 
 
 
 <ul>
 <li>
 Team Leadership &amp; Management: Lead, train, and develop the IPC team of Officers and Analysts. Schedule activities, manage workloads, and foster a culture of quality and accountability.
 </li>
 <li>
 System Management: Oversee the entire IPC system, including sampling plans, testing procedures, documentation, and trend analysis for all manufacturing stages (from dispensing to packaging).
 </li>
 <li>
 Quality Assurance: Ensure all in-process tests are performed accurately, on time, and documented as per SOPs.
 </li>
 <li>
 Deviation &amp; OOS Management: Immediately investigate and report any failures, Out-of-Specification (OOS) results, or process deviations. Initiate and support root cause analysis and corrective/preventive actions (CAPA).
 </li>
 <li>
 Compliance: Guarantee that all IPC activities strictly adhere to cGMP, GLSP, data integrity principles (ALCOA+), and company SOPs. Serve as a point of contact during internal and external regulatory audits.
 </li>
 <li>
 Continuous Improvement: Analyze data to identify trends, potential risks, and opportunities for process optimization. Drive initiatives to improve efficiency, reliability, and quality of IPC operations.
 </li>
 <li>
 SOP &amp; Documentation: Review, update, and authorize IPC-related Standard Operating Procedures (SOPs), batch records, and forms. Ensure all documentation is complete, accurate, and maintained.
 </li>
 <li>
 Cross-Functional Collaboration: Work closely with Production, Quality Control (QC), Quality Assurance (QA), and Engineering departments to resolve issues and ensure seamless production flow.
 </li>
 <li>
 Equipment &amp; Lab Management: Ensure IPC instruments and equipment are calibrated, maintained, and suitable for use.
 
 
 </li>
 </ul>
 
 Qualifications &amp; Experience
 
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree in pharmacy
 </li>
 <li>
 Minimum of +10 years of hands-on experience in a pharmaceutical manufacturing environment, with at least 3 years in a supervisory or managerial role within IPC, Quality Control, or Production.
 </li>
 <li>
 Proven expertise in solid dosage forms (tablets, capsules) and/or liquid, semi-solid, sterile products is highly desirable.
 </li>
 </ul>
 <ul>
 <li>
 Technical Skills:
 </li>
 <li>
 In-depth knowledge of cGMP, WHO-GMP, ICH guidelines, and pharmaceutical manufacturing processes.
 </li>
 <li>
 Strong understanding of statistical process control (SPC) and quality management systems (QMS).
 </li>
 <li>
 Proficiency in using pharmaceutical manufacturing and laboratory equipment.
 </li>
 <li>
 Excellent documentation skills and familiarity with electronic document management systems (EDMS).
 </li>
 <li>
 Soft Skills:
 </li>
 <li>
 Strong leadership, problem-solving, and decision-making abilities.
 </li>
 <li>
 Excellent communication and interpersonal skills.
 </li>
 <li>
 High level of integrity, attention to detail, and a results-oriented mindset.
 </li>
 <li>
 Ability to work under pressure and manage multiple priorities.
 </li>
 </ul>
</div>

Junior IPC Manager

Innovo Group

<div>
 Role Purpose
 
 The Quality Control Manager leads the development, implementation, and continual improvement of the Quality Management System (QMS) across all construction projects. This role ensures that all activities, materials, and workmanship comply with contractual requirements, international standards, and regulatory obligations. Acting as the primary authority on quality matters, the Manager drives a culture of excellence, oversees quality teams, and works closely with project leadership, consultants, and clients to deliver defect-free projects, reduce risks, and safeguard Innovo Group&rsquo;s reputation for high standards.
 
 Key Accountabilities
 <ul>
 <li>
 
 Lead, implement, and continuously improve the company&rsquo;s QMS in compliance with ISO 9001 and relevant standards.
 
 </li>
 <li>
 
 Ensure full audit compliance (internal, client, third-party) and timely closure of non-conformities.
 
 </li>
 <li>
 
 Approve and maintain quality procedures, method statements, ITPs, and related documentation.
 
 </li>
 <li>
 
 Oversee and enforce project quality assurance activities to ensure compliance with drawings, specifications, and codes.
 
 </li>
 <li>
 
 Direct inspection, testing, and verification processes to ensure material and workmanship quality.
 
 </li>
 <li>
 
 Manage major quality issues and implement corrective and preventive actions with project teams.
 
 </li>
 <li>
 
 Mentor and guide quality staff to ensure consistent application of company quality standards.
 
 </li>
 <li>
 
 Represent Innovo Group in client, consultant, and regulatory quality meetings.
 
 </li>
 <li>
 
 Coordinate with Project, Engineering, Procurement, and HSE teams to align quality goals with project delivery.
 
 </li>
 <li>
 
 Review and approve quality reports, NCRs, CARs, and dashboards for management and clients.
 
 </li>
 <li>
 
 Monitor KPIs, analyze trends, and recommend improvements to enhance efficiency and reduce rework.
 
 </li>
 <li>
 
 Ensure proper control, traceability, and readiness of all quality documentation for final handover.
 
 </li>
 <li>
 
 Develop and deliver training programs on quality standards and continuous improvement.
 
 </li>
 <li>
 
 Promote a culture of accountability, learning, and best practices across all projects.
 
 </li>
 </ul>
 Qualifications, Experience, Knowledge &amp; Skills
 <ul>
 <li>
 Bachelor&rsquo;s degree in civil engineering, Construction Management, or a related discipline.
 </li>
 <li>
 Minimum
 
 10&nbsp;years of proven experience
 
 in Quality Assurance/Quality Control within large-scale construction projects, with at least
 
 5 years in a managerial/supervisory role
 
 .
 </li>
 <li>
 In-depth knowledge of construction codes, specifications, and international quality standards (ISO 9001, ASTM, ACI, BS, etc.).
 </li>
 <li>
 Demonstrated experience in planning, leading, and closing internal, client, and third-party audits.
 </li>
 <li>
 Proficiency in MS Office Suite and quality management systems/software.
 </li>
 <li>
 Strong leadership, communication, and team management skills with the ability to influence stakeholders at all levels.
 </li>
 <li>
 Solid problem-solving, analytical, and decision-making capabilities under pressure.
 </li>
 <li>
 Professional certifications in Quality Management (e.g., ISO 9001 Lead Auditor, Six Sigma, or equivalent) are highly desirable.
 </li>
 </ul>
</div>

Quality Project Manager - Cairo

Socium - Teams Done Differently

<div>
 
 
 General description:
 
 
 
 Expertise, assistance, and consultancy in
 
 software testing and quality assurance
 
 for large-scale
 
 banking and financial services
 
 platforms. Ownership of end-to-end
 
 test management activities
 
 for a
 
 digital bank build
 
 , covering
 
 Core Banking, Payments
 
 , and integrated banking applications.
 
 
 
 
 
 Active involvement in defining
 
 testing frameworks from scratch
 
 , including both
 
 manual and automation testing
 
 , for a newly built banking platform. This role sits at the intersection of
 
 business, technology, and quality governance
 
 , ensuring delivery of a stable, secure, and scalable digital bank.
 
 
 
 
 
 
 Nature of the tasks:
 
 
 <ul>
 <li>
 Define, design, and implement
 
 test frameworks from scratch
 
 (manual and automation) for a Greenfield banking platform
 </li>
 <li>
 Own the
 
 overall Test Strategy, Test Plan, and Testing Governance
 
 </li>
 <li>
 Lead and execute testing across
 
 SIT, UAT, Regression, and Integration testing
 
 phases
 </li>
 <li>
 Manage testing activities for
 
 Core Banking systems and Payments platforms
 
 </li>
 <li>
 Coordinate with
 
 business stakeholders, developers, vendors, and third-party providers
 
 </li>
 <li>
 Oversee defect management, triage, reporting, and quality metrics
 </li>
 <li>
 Ensure testing aligns with banking standards, regulatory requirements, and delivery timelines
 </li>
 <li>
 Support
 
 data migration testing, reconciliation, and end-to-end transaction validation
 
 </li>
 <li>
 Act as a hands-on
 
 individual contributor / consultant
 
 , playing a pioneer role in shaping quality processes for the program
 </li>
 </ul>
 
 
 
 
 
 Educational qualifications:
 
 
 
 Bachelor&rsquo;s degree in
 
 Computer Science, Information Technology, Software Engineering
 
 , or equivalent.
 
 
 
 
 
 
 Technical expertise:
 
 
 
 With focus on:
 
 <ul>
 <li>
 Software Test Management &amp; Quality Assurance
 </li>
 <li>
 
 Banking and Financial Services
 
 domain
 </li>
 <li>
 
 Payments systems
 
 (cards, payment gateways, settlement, reconciliation, ACH, etc.)
 </li>
 <li>
 
 Core Banking platforms
 
 (e.g. T24/Transact, Flexcube, Finacle, or similar)
 </li>
 <li>
 SIT, UAT, Regression, and Integration Testing
 </li>
 <li>
 Test framework design (manual and automation)
 </li>
 <li>
 Defect management and test reporting tools
 </li>
 <li>
 SDLC, Agile and Waterfall delivery models
 </li>
 <li>
 Test automation exposure (framework-level experience preferred)
 </li>
 </ul>
 
 
 
 
 
 Professional experience:
 
 
 
 Minimum
 
 7&ndash;10 years of experience
 
 in:
 
 <ul>
 <li>
 Software testing and quality assurance
 </li>
 <li>
 Banking / Financial Services projects
 </li>
 <li>
 Leading or managing testing activities for
 
 Core Banking and Payments
 
 initiatives
 </li>
 <li>
 Creating testing frameworks from scratch in complex environments
 </li>
 <li>
 Multi-vendor, multi-team project delivery environments
 </li>
 <li>
 Digital banking, transformation (highly preferred)
 </li>
 </ul>
 
 
 
 
 
 Language skills:
 
 
 
 Strong command of
 
 English
 
 (spoken and written).
 
 
 
 
 
 
 Other specific expertise:
 
 
 <ul>
 <li>
 Strong analytical and problem-solving skills
 </li>
 <li>
 Excellent stakeholder and vendor management capabilities
 </li>
 <li>
 Ability to work independently in a
 
 consultant / individual contributor
 
 capacity
 </li>
 <li>
 Highly organized with strong attention to detail
 </li>
 <li>
 Comfortable working in fast-paced, delivery-driven environments
 </li>
 <li>
 Proactive, self-driven, and accountable for quality outcomes
 </li>
 </ul>
 
 
 
 
 
 Engagement details:
 
 
 <ul>
 <li>
 
 Engagement Type:
 
 Project-based / Consulting
 </li>
 <li>
 
 Start Date:
 
 ASAP (1-month notice acceptable)
 </li>
 <li>
 
 Work Setup:
 
 
 Hybrid
 
 (Egypt-based)
 </li>
 <li>
 
 Extension:
 
 High chance of extension based on business needs and performance
 </li>
 <li>
 
 Location:
 
 Egypt
 </li>
 <li>
 
 Visa Requirement:
 
 Must already be based in Egypt (no work visa sponsorship available)
 </li>
 </ul>
</div>

Test Manager (Banking & Payments Experience) - Contract

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

<div>
 
 
 Job Title: German
 
 Quality Assurance Analyst.
 
 
 
 
 
 
 Work Week:
 
 Monday to Friday.
 
 
 
 
 
 
 Department:
 
 Digital Services and Transformation; Operations.
 
 
 
 
 
 
 Reports To:
 
 Operations.
 
 
 
 
 
 
 
 
 
 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>
 <li>
 Avoid Conflicts of Interest: QA analysts should not evaluate Operations Customer Experts they supervise or work closely with to prevent biased assessments.
 </li>
 <li>
 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.
 </li>
 <li>
 Detailed Evaluations: QA analysts must clearly document the rationale for each score, providing specific evidence from the call or interaction to support their assessments.
 </li>
 <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.
 </li>
 <li>
 Findings/identification that allow the improvement of OCEs - Operations Customer Experts and operational results.
 </li>
 <li>
 Consistency.
 </li>
 <li>
 Identify risks in the projects and suggest ways of internal control to mitigate the associated risks.
 </li>
 <li>
 Identify potential fraud and security-related issues: short calls, authentication, tools, sales, referrals.
 </li>
 <li>
 Provide valuable information about the project to the Quality Assurance Assistance Manager.
 </li>
 <li>
 Deliver productivity.
 </li>
 <li>
 Identify training needs.
 </li>
 <li>
 Reporting of nonconforming situations; End Customers support through calls (inbound and outbound) and other channels (chat, email, click to call, back office...).
 </li>
 <li>
 Interaction with other departments in order to improve or maximize results.
 </li>
 <li>
 Be an active part in the processes of continuous improvement, proposing improvement and innovations methods across the department and the company (producing fresh and imaginative ideas and solutions).
 </li>
 <li>
 Ensure 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).
 </li>
 <li>
 Fluency in German B2 Level and English.
 </li>
 <li>
 Work Experience: At least 6 Months up to one year of experience in Quality Assurance and in 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.
 </li>
 <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.
 </li>
 </ul>
 
 
 
 
 
 Competencies and specific skills:
 
 
 <ul>
 <li>
 Achievement oriented.
 </li>
 <li>
 Communication skills.
 </li>
 <li>
 Customer oriented.
 </li>
 <li>
 Diversity orientation.
 </li>
 <li>
 Judgment.
 </li>
 </ul>
 
 
 
 
 You can Apply Here and Also you can share your resume Mentioning "German QA" as a Subject with HR Dina through her Email Address
 
 dina.mohamed.3435@teleperformance.com
 
 
 
 
</div>

German QA Analyst(Customer Service)

<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.
 
 
 
 
 
 
 
 
 Key Responsibilities
 
 
 
 
 <ul>
 <li>
 Maintain independence and objectivity while evaluating and assessing OCEs quality performance.
 </li>
 <li>
 Ensuring independence in Quality Assurance (QA) evaluations of Operations CustomerExperts (OCEs) is crucial to maintaining fairness, accuracy, and credibility.
 </li>
 <li>
 Independence means that QA analysts evaluate OCE performance objectively, free from personal biases or external influences.
 </li>
 <li>
 Calibration Sessions: Regularly conduct calibration meetings to align evaluators and ensure consistent interpretation and application of evaluation criteria.
 </li>
 <li>
 Detailed Evaluations: QA analysts must clearly document the rationale for each score, providing specific evidence from the call or interaction to support their assessments.
 </li>
 <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.
 </li>
 <li>
 Findings/identification that allow the improvement of OCEs - Operations CustomerExperts and operational results.
 </li>
 </ul>
 
 
 
 <ul>
 <li>
 Identify risks in the projects and suggest ways of internal control to mitigate the associated risks.
 </li>
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 Identify potential fraud and security-related issues: short calls, authentication, tools, sales, referrals.
 </li>
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 Provide valuable information about the project to the Quality Assurance Assistance Manager.
 </li>
 <li>
 Deliver productivity.
 </li>
 <li>
 Identify training needs.
 </li>
 <li>
 Reporting of nonconforming situations; End Customers support through calls (inbound and outbound) and other channels (chat, email, click to call, back office...).
 </li>
 <li>
 Interaction with other departments in order to improve or maximize results.
 </li>
 <li>
 Be an active part in the processes of continuous improvement, proposing improvement and innovations methods across the department and the company (producing fresh and imaginative ideas and solutions).
 </li>
 <li>
 Ensure all TP processes, procedures and policies are fulfilled.
 </li>
 </ul>
 
 
 
 
 
 
 
 Required Qualifications
 
 <ul>
 <li>
 Bachelor&rsquo;s degree
 </li>
 <li>
 Fluency in English.
 </li>
 <li>
 Work Experience: up to two years of experience in Contact Center.
 </li>
 </ul>
 
 
 
 
 
 
 
 Soft Skills &amp;Other Requirements
 
 
 
 
 <ul>
 <li>
 Working knowledge of Microsoft Office Suite (Excel, Word, PowerPoint).
 </li>
 <li>
 Understands contact center business and trends.
 </li>
 <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 oriented.
 </li>
 <li>
 Communication skills.
 </li>
 <li>
 Customer oriented.
 </li>
 <li>
 Diversity orientation.
 </li>
 <li>
 Judgment.
 </li>
 </ul>
 
 
</div>

Quality Assurance Analyst (Customer Service)

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