Operations Excellence Specialist

2 days ago


Karachi, Sindh, Pakistan beBee Careers Full time

We are seeking a seasoned Operations Quality Assurance professional to join our team. As a key player, you will be responsible for ensuring the highest level of quality in our operations.

Key Responsibilities:

  • Define and implement quality standards, methodologies, and procedures to guarantee compliance with industry regulations.
  • Manage the completion of daily, weekly, and monthly quality assurance tasks and monitor project results to determine adherence to quality standards.
  • Collaborate with operations managers to develop and implement corrective action plans to ensure timeliness, accuracy, and project compliance.
  • Develop and execute comprehensive training plans, processes, and procedures to enhance employee skills and knowledge.
  • Maintain accurate and up-to-date training materials and integrate business process and technology training.
  • Analyze reports and data to identify areas for improvement and make recommendations for enhanced performance.
  • Lead cross-functional activities across the organization and evaluate agent performance.

Requirements:

  • Bachelor's degree or related field or equivalent experience.
  • Five years' experience in operations management and compliance.
  • Quality, project management, or auditing certification is preferred.
  • Proven experience in systems and operations implementation, as well as managing quality assurance activities for major programs or projects.
  • Working knowledge of security requirements especially related to HIPAA and privacy standards.
  • 5 years' experience managing a minimum of 20 direct or indirect employees with a proven track record of success.
  • Training experience in a Multi-Channel contact center environment including curriculum development and process reengineering.
  • Excellent communication, organizational, and leadership skills.
  • Strong relationship-building and collaboration skills in a highly matrixed environment.


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