ETB 50,000 - ETB 70,000 yearly
Saicooper HR Extension PLC
Lideta, Addis Ababa, Ethiopia
The Quality Manager works closely with the Operations team to define, standardize and monitor quality
parameters and thereafter make recommendations for ongoing improvements.
Plays a crucial role in the design and documentation of standard operating procedures including quality
evaluation methodology based on organisational and client requirements. Continuously reviews
processes and procedures, and provides ongoing feedback for continuous improvements for quality standards.
DUTIES & RESPONSIBILITIES
1. To prepare and Implement Quality assurance process based on Quality Assurance Plan .
2. Undertakes frequent root causes analysis pertaining to customer complaints/frequent queries and
develops action plans to address the same.
3. Ensures Quality team undertakes evaluations per agent based on the set out frequently and
parameters.
4. Prepares regular performance reports including trend analysis for internal discussion or client
reviews.
5. Provides...