Quality Assurance & Training Officer

MBC Group•Egypt, AL

12d

About The Position

Key Responsibilities 1) Leadership & Planning Translate the center’s Statement of Direction and business plans into an annual QA & Training plan with clear targets for quality outcomes, coaching impact, and training verification, aligned to COPC’s performance management approach. Maintain a COPC control framework for quality (policies, scorecards, escalation thresholds, corrective action workflow) and publish monthly performance reviews with actionable insights. 2) Processes (Quality Management & Training) Transaction Monitoring (QA): Design and continuously refine scorecards that measure what matters to customers and the business (critical errors, accuracy, compliance, empathy, resolution). Ensure items map to CSAT/FCR drivers per COPC guidance. Sampling & Reliability: Define statistically valid sampling plans (agent‑level and business‑level), using COPC methods to avoid bias and achieve reliable precision over time. Calibration: Lead multi‑party calibration (QA, supervisors, clients) using COPC’s five‑step discipline; track agreement rates and implement remediation to protect data integrity. Quality Analysis: Run recurring Pareto/error categorization, trend and driver analysis; link findings to process fixes and coaching plans that demonstrate measurable improvement (AHT, recontact, quality results). Voice of Customer (VoC): Integrate CSAT/NPS verbatims and complaint themes into QA insights; prioritize improvements on key journeys with the highest CX and cost impact. Training Lifecycle: Design onboarding, refresher, and change‑management trainings for products/systems/processes. Implement Training Verification (knowledge checks, nesting assessments, post‑training transaction audits) to confirm skill transfer before agents reach steady state—consistent with COPC People & Process practices. Keep SOPs and micro‑learning content current; align training to observed defects and customer drivers (closed‑loop). Technology Enablement: Utilize QA platforms, speech analytics, and reporting tools to scale monitoring and insights—as reflected in COPC research on QA program technology adoption. 3) People (Coaching & Performance Support) Conduct structured 1:1 coaching based on transaction evidence; set Improvement Action Plans (IPAs) with SMART goals and follow‑up intervals. Partner with Workforce, Operations, and Team Leads to schedule coaching, refresher sessions, and targeted huddles without compromising service levels. Contribute to role definitions, onboarding pathways, and agent competency matrices; monitor attrition/absenteeism signals and remediate through targeted learning. 4) Performance (Reporting & Continuous Improvement) Publish weekly/monthly QA & Training dashboards: precision rate over time, quality score distribution, error indices, calibration agreement, verification pass rates, coaching lift (pre/post), and the operational impact on CSAT, FCR, AHT, and Cost per Contact—metrics central to COPC. Lead corrective actions using structured problem‑solving; document root cause, expected ROI, owners, and timelines in a COPC‑style action register; validate results via stress‑test cycles. Present performance reviews to management and clients, demonstrating sustained improvement and readiness for COPC audits/certification. Deliverables COPC‑aligned QA policy, scorecards, sampling & calibration plan. Monthly Quality & Training Impact Report (CSAT/FCR/AHT/Cost per Contact deltas, quality results, process fixes). Training curricula, verification results, and agent certification records. Continuous improvement action logs with validated ROI and before/after metrics.

Requirements

Bachelor’s degree in Business, Communications, or related field.
3–5 years in contact center QA/Training, with demonstrated use of transaction monitoring, calibration, and sampling methods.
Familiarity with COPC CX Standard (training or implementation experience preferred).
Proficiency with QA software, speech analytics, CRM/ACD (e.g., Zendesk, Vocalcom), and BI/reporting. COPC research highlights broad adoption of QA tech and speech analytics.
Strong analytical, facilitation, and coaching skills; proven ability to link quality drivers to CX and cost outcomes.

Responsibilities

Translate the center’s Statement of Direction and business plans into an annual QA & Training plan with clear targets for quality outcomes, coaching impact, and training verification, aligned to COPC’s performance management approach.
Maintain a COPC control framework for quality (policies, scorecards, escalation thresholds, corrective action workflow) and publish monthly performance reviews with actionable insights.
Design and continuously refine scorecards that measure what matters to customers and the business (critical errors, accuracy, compliance, empathy, resolution). Ensure items map to CSAT/FCR drivers per COPC guidance.
Define statistically valid sampling plans (agent‑level and business‑level), using COPC methods to avoid bias and achieve reliable precision over time.
Lead multi‑party calibration (QA, supervisors, clients) using COPC’s five‑step discipline; track agreement rates and implement remediation to protect data integrity.
Run recurring Pareto/error categorization, trend and driver analysis; link findings to process fixes and coaching plans that demonstrate measurable improvement (AHT, recontact, quality results).
Integrate CSAT/NPS verbatims and complaint themes into QA insights; prioritize improvements on key journeys with the highest CX and cost impact.
Design onboarding, refresher, and change‑management trainings for products/systems/processes.
Implement Training Verification (knowledge checks, nesting assessments, post‑training transaction audits) to confirm skill transfer before agents reach steady state—consistent with COPC People & Process practices.
Keep SOPs and micro‑learning content current; align training to observed defects and customer drivers (closed‑loop).
Utilize QA platforms, speech analytics, and reporting tools to scale monitoring and insights—as reflected in COPC research on QA program technology adoption.
Conduct structured 1:1 coaching based on transaction evidence; set Improvement Action Plans (IPAs) with SMART goals and follow‑up intervals.
Partner with Workforce, Operations, and Team Leads to schedule coaching, refresher sessions, and targeted huddles without compromising service levels.
Contribute to role definitions, onboarding pathways, and agent competency matrices; monitor attrition/absenteeism signals and remediate through targeted learning.
Publish weekly/monthly QA & Training dashboards: precision rate over time, quality score distribution, error indices, calibration agreement, verification pass rates, coaching lift (pre/post), and the operational impact on CSAT, FCR, AHT, and Cost per Contact—metrics central to COPC.
Lead corrective actions using structured problem‑solving; document root cause, expected ROI, owners, and timelines in a COPC‑style action register; validate results via stress‑test cycles.
Present performance reviews to management and clients, demonstrating sustained improvement and readiness for COPC audits/certification.