QA Supervisor
Location: NBS
Company: Nestlé Egypt Full-time

Purpose of Job:                                                          

To oversee and manage the quality assurance team, ensuring alignment with departmental goals and collaborating with key stakeholders to address specific quality needs. Develop and implement effective QA policies and procedures, provide coaching and support to QA Analysts, and monitor quality performance to drive continuous improvement in service delivery.

                                                                       
A DAY IN THE LIFE …

-Create and update QA guidelines, procedures, and workflows for all customer-facing channels           

-Ensure that a set number of audits (e.g., calls, cases, or interactions) are conducted each month for each team, as agreed with stakeholders                                                     

-Regularly audit QA Analysts' evaluations and feedback to ensure consistency and accuracy            

-Develop training programs based on identified performance gaps and audits                                             

-Provide ongoing coaching, support, and feedback to QA Analysts to improve their performance        

-Regularly collaborate with teams to understand quality needs and feedback                                                       

-Track key quality metrics (e.g., accuracy, adherence, customer satisfaction) and report trends to upper management                                                        

-Identify trends and implement action plans for continuous improvement based on performance data and audits                                             

-Ensure all QA processes comply with internal standards, external regulations, and industry best practices                                            

-Identify recurring quality issues and collaborate with other teams to find solutions and prevent reoccurrence                                                   

WHAT MAKES YOU SUCCESSFUL:

Experience in Marketing or in Sales at Nestlé or equivalent FMCG preferred.

University Degree (eg. marketing, business studies, communications, journalism, media studies, psychology) required.

Experience working in Call / Contact Center required.

English - fluent, business required. Arabic - good written and spoken skills.