Quality & Operational Performance Manager
موقع الوظيفة:
الراتب شهرياً:
الخبرة المطلوبة:
تاريخ النشر:
نُشرت قبل 2 ساعة
تاريخ النشر:
عدد الوظائف الشاغرة:
1 عدد الوظائف الشاغرة
عدد الوظائف الشاغرة:
ملخص الوظيفة
Were looking for a Quality & Operational Performance Manager to join our team at Bevatel.
Key Responsibilities:
Quality Governance & Auditing:
- Manage and oversee internal quality audit frameworks across Sales Onboarding Customer Success and Support.
- Ensure strict compliance with internal SOPs service level agreements (SLAs) and client quality standards across all customer-facing departments.
- Conduct Root Cause Analysis (RCA) on operational gaps churn drivers missed SLAs and process bottlenecks across the entire customer lifecycle.
KPI Management & Performance Tracking:
- Own and manage cross-departmental KPI dashboards and team performance trackers.
- Monitor critical performance metrics (Sales conversion rates Onboarding time-to-value CSAT NPS First Contact Resolution SLA adherence and response times) and report insights directly to executive management.
- Establish data-driven benchmarks and performance targets to elevate company-wide execution standards.
Continuous Improvement & Leadership:
- Design and enforce Corrective & Preventive Action (CAPA) plans to systematically resolve recurring operational issues.
- Lead cross-functional calibration sessions with leaders in Sales Onboarding Customer Success and Support to maintain consistent quality benchmarks.
- Mentor and coach team leaders using real-time performance data to foster a results-driven continuous-improvement culture.
Requirements
Requirements:
- Experience: 5 years of experience in Quality Assurance (QA) operational audit or performance management (SaaS BPO or Contact Center environment required).
- Domain Expertise: Demonstrated experience building quality/audit frameworks across the entire customer journey (Sales Onboarding Customer Success and Support).
- Leadership Skills: Proven ability to drive operational excellence coach team leaders and manage cross-departmental alignment.
- Technical Proficiency: Advanced skills in Excel / Google Sheets BI dashboards (e.g. Power BI Tableau) and CRM platforms.
- Data-Driven Mindset: Strong analytical capability to translate complex operational metrics into actionable business solutions.
- Communication: Outstanding verbal and written communication skills with strong executive and stakeholder management abilities.
