Quality Manager for customer operations (H/F)

HR House International is recruiting for one of her client an international Customer Care Management Company:

Quality Manager for Customer Operations (H/F)

Mission:

·  Supervise daily operations and personnel aiming for maximum efficiency and cost-effectiveness.

·  Analyze call center metrics, ensure that the company and staff meet goals and provide reliable, efficient support for customers.

·  Establish a high standard for productivity, quality, customer service as well as define user guidelines.

·  Prepare annual budget after estimating necessities, correcting overspending, analyzing cost variance and scheduling expenses.

·  Summarize, collect and analyze call center trends and data for regular performance reports.

·  Assist Human Resources department in recruitment process by interviewing potential hires and outlining clear job expectations.

Profile:

-  You have a degree in Quality Management or an equivalent diploma

-  You have a first experience in a similar position.

-  Excellent knowledge of English, French (written and spoken) in addition to Arabic

-  Proficient in MS Office (word, excel)

Skills:

-  Excellent organizational skills

-  Excellent analytical and problem-solving skills

-  Outstanding communication skills

-  Excellent organizational skills