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associate manager - quality and hygiene- private label

quality assurance manager

Lychee Egypt

<div>
 
 Reporting to: CEO
 
 
 
 
 
 Are you a quality-driven leader with a passion for driving excellence and fostering a culture of continuous improvement? We&rsquo;re seeking an experienced and results-oriented Quality Assurance Manager to take full ownership of our QA function, ensuring our products and processes consistently meet the highest standards. In this strategic leadership role, you&rsquo;ll guide cross-functional quality initiatives, develop robust systems, and drive long-term improvements across the organization. Join us and play a key role in shaping the future of quality in a company that values innovation, integrity, and operational excellence.
 
 
 
 
 
 
 Who are we?
 
 
 
 Lychee is the leading player in the rapidly growing healthy food industry in Egypt, with a unique and highly scalable position in the market that combines a healthy fast- food retail arm and a manufacturing arm for healthy packaged foods. Most notably fresh juices and Greek yogurt.
 
 
 
 
 
 As part of our greater mission to make healthier food choices accessible and sustainable for people's everyday lifestyle - we're extending our commitment to the region with our entry into the Saudi Arabian market, with a substantial retail expansion plan and on-ground operations starting Q2, 2025 in Riyadh.
 
 
 
 
 
 Lychee relies on both its manufacturing capabilities and brand recognition built over a decade to expand its retail operations seamlessly based on customer demand and to scale its existing presence in modern trade, traditional trade and quick commerce.
 
 
 
 
 
 
 What will you be doing?
 
 
 <ul>
 <li>
 Develop and implement quality assurance systems: Establish and maintain quality assurance systems, including HACCP, ISO 22000, and other relevant standards.
 </li>
 <li>
 Ensure compliance with regulatory requirements: Ensure compliance with local and international regulatory requirements, including food safety and quality standards.
 </li>
 <li>
 Conduct audits and inspections: Conduct regular audits and inspections to ensure compliance with quality and safety standards.
 </li>
 <li>
 Develop and implement quality control procedures: Develop and implement quality control procedures to ensure product quality and safety.
 </li>
 <li>
 Train and supervise quality team: Train and supervise quality team members to ensure they understand and follow quality procedures.
 </li>
 <li>
 Investigate and resolve quality issues: Investigate and resolve quality issues, including product recalls and complaints.
 </li>
 <li>
 Collaborate with production team: Collaborate with production team to ensure quality standards are met during production.
 </li>
 <li>
 Monitor and report on quality performance: Monitor and report on quality performance, including metrics and trends.
 </li>
 <li>
 Develop and implement continuous improvement initiatives: Develop and implement continuous improvement initiatives to enhance quality and efficiency.
 </li>
 <li>
 Ensure compliance with global specifications: Ensure compliance with global specifications, including those related to food safety and quality.
 </li>
 <li>
 Develop and maintain documentation: Develop and maintain documentation, including quality manuals, procedures, and records.
 </li>
 <li>
 Ensure laboratory testing and analysis: Ensure laboratory testing and analysis are conducted to support quality assurance activities.
 </li>
 <li>
 Collaborate with suppliers: Collaborate with suppliers to ensure they meet quality and safety standards.
 </li>
 <li>
 Develop and implement supplier approval programs: Develop and implement supplier approval programs to ensure supplier quality.
 </li>
 <li>
 Ensure compliance with food safety regulations: Ensure compliance with food safety regulations, including those related to allergens and contaminants.
 </li>
 <li>
 Develop and implement recall procedures: Develop and implement recall procedures to ensure timely and effective response to quality issues.
 </li>
 <li>
 Conduct risk assessments: Conduct risk assessments to identify potential quality and safety risks.
 </li>
 <li>
 Develop and implement mitigation strategies: Develop and implement mitigation strategies to minimize quality and safety risks.
 </li>
 <li>
 Ensure compliance with industry standards: Ensure compliance with industry standards, including those related to quality and safety.
 </li>
 <li>
 Provide training and support: Provide training and support to employees on quality assurance systems and procedures.
 </li>
 </ul>
 
 
 
 
 
 What are we looking for?
 
 
 <ul>
 <li>
 Bachelor's degree in Food Science, Quality Assurance, any relevant field
 </li>
 <li>
 Minimum of 6 years of work experience in Quality Assurance within FMCG Industry
 </li>
 <li>
 Strong knowledge of quality assurance systems and standards including 22000 and HACCP
 </li>
 <li>
 Proven experience in auditing, compliance, and regulatory affairs
 </li>
 <li>
 Strong interpersonal skills
 </li>
 <li>
 Ability to work effectively in a fast-paced and collaborative environment.
 </li>
 </ul>
 
 
 
 
 At Lychee, we value the unique strengths each individual brings, fostering a diverse, inclusive workplace that thrives on varied perspectives. We celebrate differences as drivers of innovation, creativity, and growth, ensuring every team member can contribute their best.
 
</div>

Quality Assurance Manager

Confidential

<div>
 
 
 Responsibilities
 
 
 <ul>
 <li>
 Develop and manage an annual market Quality Plan (QP) to ensure all key tasks and responsibilities are identified and delivered through the year.
 </li>
 <li>
 Recruit, train, develop, manage, and direct a team of specialist professional to deliver the Market QP, personal and team goals and IDP.
 </li>
 <li>
 Ensure that all AQMS SOPs are understood and followed by all stakeholders within the business.
 </li>
 <li>
 Participate in and provide support and direction on all food safety, quality opportunities, and initiatives, including supplier and product approval, communicating and training standards and procedures. Ensure planned DC, commissary and store audits, and product surveillance program are completed.
 </li>
 <li>
 Participate in and provide support and direction on occupational health &amp; safety initiatives, including communicating standards and procedures, support with risk assessment, incident reporting and serious incident investigation.
 </li>
 <li>
 Analyze data, report on performance and identify opportunities to drive improvements and support success.
 </li>
 <li>
 Communicate effectively and maintain good relations with other functions and stakeholders in the business including Procurement, Supply Chain, Property Development, Maintenance and Operations to ensure legal compliance, safety and quality are top of mind in all business decisions.
 </li>
 <li>
 Maintain positive relations with external stakeholders including franchisors and their representatives, including ministry officials, 3rd party auditors.
 </li>
 </ul>
 
 
 
 
 
 Qualifications
 
 
 
 
 
 <ul>
 <li>
 Minimum of 10 years of food industry experience preferred
 </li>
 <li>
 Working knowledge of GMP and food safety regulations is mandatory
 </li>
 <li>
 IOSH/NEBOSH certification
 </li>
 </ul>
 
 
</div>

Grifols Egypt for Plasma Derivatives (GEPD)

<div>
 Verifies critical systems at Plasma Logistics Center (PLC) and documentation associated with the destruction of plasma. Ensures compliance to approved procedures. This position has responsibility for the supervision of the daily activities of the PLC Quality Assurance staff.
 
 
 Environment
 
 
 Internal: Manufacturing, Quality, Donor Centers, Plasma Warehouse, Plasma Testing Laboratory, Manufacturing Facility, Administration and Services Divisions, and Grifols Egypt for Plasma Derivatives plasma general management.
 
 
 External: Heal authorities, government agencies, and auditors.
 
 
 Key responsibility
 
 
 To register the Quality process as per established procedures in the electronic material management system.
 
 
 To document deviations observed during the process of Quality inspection process according to GEPD company policy, and to inform stakeholders, as required.
 
 
 To ensure that all tasks are performed in a timely manner.
 
 
 Supervises the daily activities of the PLC Quality Assurance staff and ensures that required activities related to the receipt, storage, clearing, processing of lookback alerts, quarantine of unsuitable units, and release of source plasma for further manufacturing.
 
 
 Reviews and verifies temperature documentation to ensure conformance to appropriate temperature specifications.
 
 
 Investigates and documents deviations noted as a result of routine compliance reviews, internal and external audits and customer complaints.
 
 
 Investigates and documents deviations noted as a result of routine compliance
 
 
 Monitors the PLC to maintain compliance with all applicable regulations.
 
 
 Trains current and new employees maintains and updates training records of the QA staff.
 
 
 Supervises the activities of quality assurance staff including hiring, performance management, disciplinary action and professional development.
 
 
 
 Academic Experience Required
 
 
 
 Bachelor's degree in health-related Sciences.
 
 
 Knowledge of cGMP required.
 
 
 
 Professional Experience Required
 
 
 
 Prefer 2 years of experience in a similar position working in a Good Manufacturing Practice (GMP)-regulated environment.
 
 
 Pharmaceutical background preferred.
 
 
 Computing skills
 
 
 MS Office Proficiency.
 
 
 Organized and able to manage time effectively.
 
 
 Ability to work within a highly regulated, labor intensive environment.
 
 
 Ability to understand, explain, follow, and enforce SOPs.
 
 
 Ability to plan, communicate and execute activities for the improvement of overall operations.
 
 
 Strong integrity and commitment to Quality and Compliance.
 
 
 Ability to work in groups and with other departments.
 
 
 Excellent oral and written communication skills to produce clear and concise factual findings.
 
 
 Ability to analyze and interpret data, identify problems, and propose solutions.
 
 
 Effective organizational and planning skills with ability to meeting deadlines required.
 
 
 Proactive and results-oriented with a strong attention to detail.
 
 
 Languages
 
 
 Excellent written and spoken English and Arabic.
</div>

Quality Assurance Supervisor (New Capital)

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

Centric Brands

<div>
 
 About Us
 
 
 
 Centric Brands is a leading lifestyle brand collective that designs, sources, markets and sells high quality products in multiple segments, including women&rsquo;s, men&rsquo;s and kid&rsquo;s apparel, accessories, entertainment and beauty. Centric Brands is focused on our customers and our brands that will drive the company&rsquo;s future growth. We are defined by innovation as we seize new opportunities and thrive in an environment informed by creativity and thinking that is both analytical and outside the box. Centric Brands reflects a team built on respect, for others and for the hard work it takes to achieve our goals and build our bright future together.
 
 
 
 Specific Responsibilities Would Include
 
 
 
 Leading QA teams oversees Duty Free regions; Egypt, Kenya and Jordan, in execution of quality management activities to meet or exceed customers&rsquo; expectation.
 
 
 <ul>
 <li>
 Drive execution based on established SOPs to comply with customers&rsquo; quality requirements
 </li>
 <li>
 Oversee QC inspection schedule to ensure appropriate manpower allocation
 </li>
 <li>
 Coach and train QA/QC associates on inspection protocols, procedures and report writing
 </li>
 <li>
 Collaborate with relevant stakeholders on matters relating to product safety, product testing, product integrity and social compliance
 </li>
 <li>
 Coach and train factory partners on good manufacturing practices to drive continuous improvement on quality management in manufacturing process
 </li>
 <li>
 Lead trouble shooting in conjunction with factory partners to resolve production related issues. Escalate issues to upper management and merchandising partners on a timely manner.
 </li>
 <li>
 Investigate on customer&rsquo;s complaints with root cause analysis; and develop corresponding CAPs to drive improvement
 </li>
 <li>
 Develop regular KPI reporting and follow actions to drive continuous improvement
 </li>
 <li>
 Lead on-boarding training to new vendors/factories
 </li>
 <li>
 Champion performance management in managing goal setting and performance review. Develop success plan and corresponding follow up actions.
 
 
 </li>
 </ul>
 
 Our Best Fit Candidate Would Have
 
 
 
 Competency Requirements (if applicable)
 
 
 Leadership Commitments:
 
 
 <ul>
 <li>
 Inspire Others
 </li>
 <li>
 Grow Talent
 </li>
 <li>
 Advance DE&amp;I
 </li>
 <li>
 Spark Ownership
 
 
 </li>
 </ul>
 Behavioral Competencies:
 
 
 <ul>
 <li>
 Decision Making.
 </li>
 <li>
 Communication.
 </li>
 <li>
 Collaboration.
 </li>
 <li>
 Conflict Management and Problem Solving.
 </li>
 <li>
 Driving Execution.
 
 
 </li>
 </ul>
 Language Proficiency:
 
 
 Fluent in: English
 
 
 Specific Working Conditions
 
 
 Frequency of Travel: As required.
 
 
 Be part of our growing community by getting involved with groups, teams and initiatives like Be Green, Be Giving, and Be Celebrated.
 
 
 Centric Brands is an Equal Opportunity Employer.
 
 
</div>

Manager, QA/QC

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 Summary:
 
 
 
 
 
 
 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:
 
 
 
 
 
 
 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>
 Apply the BEST QM Requirements; 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; Deliver productivity.
 </li>
 <li>
 Identify training needs.
 </li>
 <li>
 Reporting of nonconforming situations.
 </li>
 <li>
 End Customers support through calls (inbound and outbound) and other channels (chat, email, click to call, back office...);
 </li>
 <li>
 Interaction with other departments to improve and 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>
 </ul>
 
 
 
 
 
 Required Qualifications:
 
 
 <ul>
 <li>
 Bachelor degree or Graduate
 </li>
 <li>
 
 Fluency in English (C1)
 
 </li>
 <li>
 1 years' experience in Contact Center or any relevant field
 </li>
 </ul>
 
 
</div>

Quality Assurance Analyst (English)

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