1. Develop and implement a quality control performance evaluation program that will consist of scheduled monitoring of calls, and different types of customer interactions on a regular basis. 2. Contribute on establishing customer engagement quality assurance standards. 3. Live and abide by the code of ethics of the customer engagement department. 4. Promote One Engage’s Vision and Objectives. Operational 5. Ensure compliance to One Engage’s policies and procedures and the customer engagement SLAs. 6. Lead on overall document management and its maintenance (manuals, policies, procedures, work instructions, standards and checklists, job descriptions etc.). 7. Create, manage, and update the swim lane charts for CE active procedures. 8. Plan and execute internal audits for One Engage. 9. Organize review meetings and highlight the internal audit findings to the CEO. 10. Assess compliance with the documented procedures to ensure continual improvements. 11. Evaluate the service quality delivery and its compliance and discuss with the CE department manager for any enhancements. 12. Improve/enhance selected processes based on the internal audit findings focusing primarily on quality and compliance. 13. Support the delivery of exceptional and consistent customer engagement services by raising awareness, driving, and increasing knowledge in customer engagement and outbound team. 14. Use the monitoring data to track performance of customer engagement teams, and report unethical practices and incidents identified to the concerned management for necessary actions. 15. Perform quality checks not only limited to call monitoring, but also to other related activities. 16. Coach and motivate customer engagement team to optimize quality of service, business growth and customer satisfaction. 17. Create a two-way feedback loop with customer engagement team (including meetings, weekly/monthly reports) to have a better understanding of the processes, procedures, and challenges faced. 18 Maintaining ISO 9001 and 10002. Requirements: • Bachelor’s degree in Business Administration or degree in the same field or equivalent. • Exceptional communication and interpersonal skills, with the ability to collaborate and influence stakeholders at various levels. • Strong problem-solving and analytical skills to identify root causes, develop solutions, and drive process improvements. • Ethical mindset with a commitment to maintaining high standards of quality and integrity. • 5+ years of experience in the same position, preferably in the Customer Engagement fields. • Familiarity with quality management systems and standards, such as ISO 9001. • Fluent Arabic/English • Transferable visa Location: Kuwait City (local hiring) Send your CV's to [اضغط هنا لمشاهدة البريد اﻹلكتروني] #J-18808-Ljbffr