WHAT YOU’LL BE DOING
As the Quality Manager your focus will be to oversee the Contact Centres Quality assurance programs.
You will establish the standards that govern customer interactions and implement the relevant monitoring programs that ensure continuous improvement and operations excellence is delivered for our clients.
You will also prepare and present regular QMS status, reports on internal business review meetings and also client facing meetings such as MBR, QBRs.
ABOUT YOU
It is essential that you are an experienced Quality Manager and have worked in the BPO/Contact Centre sector. You will have passion for continuous improvement and customer excellence with the desire to drive this consistently across the site.
It is key that you are a confident and have the ability to report on an analyse data and present this back in formal settings and to clients.
You will have excellent communication skills, both verbally and in writing and are able to confidently present.
KEY RESPONSIBILITIES:
- Define, recommend and implement the continuous improvement and quality strategy that will define performance across the site.
- Manage a team of Quality Analysts assessing and agreeing workloads to ensure that time is managed effectively and the correct volumes of interactions are monitored within an effective timeframe.
- Ensure that all clients onsite implement and maintain the relevant quality standards by regularly reviewing and auditing.
- Lead and drive quality projects to deliver service improvement, revenue improvement and cost reduction in line with project and business objectives.
- Utilise reporting and data to identify common themes and trends to are negatively impacting quality performance ensuring appropriate actions and plans are put in place to drive performance improvements.
- Collaborate with the training and operational management team to identify training needs in line with the trends identified through the quality monitoring process.
- Produce weekly, monthly and quarterly reports to be shared with the team leaders and management teams identify training and coaching opportunities.
YOUR PROFILE AND EXPERIENCE
- Leadership: Exceptional leadership skills with ability to manage a quality assurance team.
- Expertise: Minimum of 3 years’ experience in a Contact Centre Operations Quality Manager role.
- Communication Skills: Excellent Interpersonal/communication skills, communicating at all levels.
- Analysis: Ability to gather and analyse data, evidence and prepare reports, status updates.
- Critical-Thinking: Effective problem-solving skills.
- Employee Performance: Performance Management skills.
- Knowledge: Demonstrated knowledge of quality and continuous improvements frameworks.
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