About The Job

You will be responsible for assisting the Training and Quality Manager in setting quality standards across Sama’s work streams.

Key Responsibilities

• Assess the quality of transactions against set best standards
• Provide feedback to Team Leaders on identified areas that individual members of the team need to improve on for coaching.
• Evaluate the impact of Team leader coaching on defect reduction/ improvement and provide feedback.
• Occasionally evaluate set standards and determine the need for changes to ensure consistent improvement in standards of work
• Provide recommendations on measures that should be taken to improve quality/defect reduction across the different business work streams.
• Analyze client feedback to determine validity and needed interventions
• Communicate quality assessment plans to the relevant stakeholders weekly.
• Compile and send daily, weekly and monthly quality reports and send to the Training and Quality Manager and the relevant stakeholders.
• Liaise with Team leaders to ensure that feedback and the identified quality gaps are addressed with the individual/team members.
• Collaborate with Operations to ensure that best standards are revised and updated where need be.
• Provide feedback and recommendations on recurring and widespread gaps that should be addressed through training/refresher trainings.
• Keep an up-to-date record of individual agents quality performance for use in performance reviews.
• Participate in team briefings to provide the QA objective and also sit in calibration sessions

Requirements

Minimum Qualifications

• Minimum of a Diploma or Degree in a technology or a business related field.
• Minimum of 3 years’ experience in implementation of complex operational procedures including creation/delivery of classroom-style training and documentation in a busy service delivery center.
• Must have experience in segmentation(polygon & semantic) annotation method

Other Qualifications (Good To Have)

• Great attention to detail and feedback skills.
• Excellent communication skills in English (reading, writing and speaking).
• Planning and organizing skills.
• Fast learner and able to break down complex information into simple concepts.
• Ready for ad hoc responsibilities.
• Flexible and reliable with the ability to follow all instructions based on the changes.
• Reporting and analysis skills.
• Strong interpersonal skills.
• Conflict prevention and resolution skills.
• Fully computer literate on MS programs is essential