Quality Team Lead
- القاهرة
- دائم
- دوام كامل
- Lead, coach, and inspire a team of ~10 Quality Specialists, ensuring the team is aligned with the goals and objectives.
- Promote a culture of accountability, continuous learning, and ownership.
- Track performance and deliverables, supporting outliers to improve performance.
- Analyze data beyond the “what” to uncover the “why” behind recurring issues.
- Design and monitor corrective action plans with measurable effectiveness.
- Identify gaps across agents, processes, and products, ensuring that solutions are practical and scalable.
- Partner with Operations, Product, Content, Training, and CX stakeholders across all levels.
- Communicate findings and recommendations with clarity, supported by strong data storytelling.
- Ensure that quality initiatives directly impact customer experience and business results.
- Track and report the effectiveness of improvement programs and quality initiatives.
- Provide leadership with data-driven insights to inform strategy and operational decisions.
- Align team goals with broader organizational objectives and customer expectations.
- Proven experience in Quality Assurance, Coaching, and Performance Management.
- Strong expertise in quality monitoring frameworks.
- Analytical mindset with demonstrated ability to conduct deep root cause analysis.
- Track record of designing and implementing action plans that deliver results.
- Experience in fast-paced, high-growth environments.
- Excellent stakeholder management and communication skills.
- Six Sigma Green Belt certification preferred (not mandatory).
- Familiarity with COPC practices is a plus.
- Proficiency in QA tools, CRM systems, and reporting dashboards.