Role overview
Head of Quality Assurance
Customer Service - Egypt, EG - Full time - 830 InstaShop, headquartered in Dubai, is the leading online marketplace for supermarkets, pharmacies, pet shops & other businesses in the Middle East. With a young & motivated team & an office resembling the ones of startups in San Francisco, InstaShop is the right company for individuals passionate about adding value within a fast-growing technology company.
The Head of Quality Assurance will be responsible for overseeing the various sub-departments within the Quality Assurance team, including QA Managers, Team Leaders and QA Coordinators. This is an integral role that impacts our overall customer and merchant experience, by ensuring all teams comply within our standards and policies.
Primary responsibilities
Manage and oversee the daily call center operations to ensure exceptional customer service is provided to our users and partners Develop and implement continuous improvements to our policies, procedures and workflow to enhance the customer experience and overall operations Monitor overall activities within the various subdepartments and provide feedback to team members on their performance. Maintain and develop key performance metrics to measure the operational efficiency of current processes and potential ways to improve further Provide regular reports on the call center performance and make recommendations for improvement to the senior management To use the InstaShop services as per the company policies in order order to provide feedback on how to improve the service
Requirements
Bachelor’s degree in Business Administration, Communications, or a related field. Minimum of 3 years of experience in managing call center operations. Excellent communication skills, both verbal and written. Strong leadership skills and experience in managing a team Knowledge of call center best practices and tools, including CRM software and call recording systems. Ability to analyze data and make data-driven decisions Strong problem-solving skills and ability to work well under pressure. * Experience in the e-commerce or grocery delivery industry is preferred.
