Quality Manager at Capita

Role Objective

The Quality Manager will be accountable for the management and delivery of the customer experience across multiple campaigns, compliance as well as the delivery of the quality/customer KPI’s in our contact center.

The Quality Manager will manage and develop the customer experience and compliance initiatives. Work alongside the Operations, Learning and Development, Recruitment and HR to implement and drive the required initiatives.

Professional Know-how

Academic:

• Grade 12 (Required)
• Green Belt accreditation (Advantageous but not essential)

Experience:

• 2-3 Years Quality Manager experience

Working Relationships

Internal:

• Internal Stakeholders
• Business lines, functions
• Senior management team
• Quality Team

External:

• End Client (wherever required)

Primary Responsibilities

• Review customer experience through multiple channels, including Voice & Webchat
• Identifying opportunities for colleagues to ensure they are consistently delivering a best-in-class customer experience.
• Delivering 1:1 & Team coaching/feedback sessions, engaging colleagues to drive for success.
• Participating and delivering calibration sessions with operational colleagues and support functions
• Deliver briefings and observations, to drive your team of Quality Coaches
• Observe quality coaches and provide feedback.
• Create informative newsletters, highlighting clear opportunities of improvement.
• Develop initiatives to drive customer satisfaction across direct customer feedback measures and internal quality frameworks.
• Leadership and supervision
• Managing and providing leadership for the customer experience function within the client Contact Centre
• Driving customer experience requirements through Quality Leads, Analysts and Coaches
• Facilitate CCM & Client involvement in the delivery of quality through regular discussions and feedback
• Developing the existing Coaches, Analysts & Team Managers on quality coaching, people focus and feedback
• Assist Team Managers, Analysts & Coaches to deliver against the customer experience management requirement
• Keep all stakeholders updated and involved in progress and changes.
• Manage the collaboration process across Team Managers, Coaches and Client to ensure consistency.
• Regularly review the customer experience management system for effectiveness and engage parties on recommended changes/ updates.
• Ensure qualitative KPI’s are meeting desired performance levels OR put effective and measurable plans in place to ensure improvement within defined timelines.
• Reporting & analyses of quality results
• Ability to continuously identify areas of opportunity within the campaign of people and process levels and make recommendations leading to end user satisfaction as well as bring efficiencies.
• Undertaking projects to improve performance of the campaign.
• Undertaking thorough roots cause analysis of failing KPI’s and creating qualitative actions plan status.
• Coordinating meeting with team members and other departments to chalk out action plans for campaign on a monthly basis.
• Ability to create presentations and also present to internal and client teams.
• Excellent knowledge of MS Excel and other MS Office tools, including presentation and word
• Good team and stakeholder management ability. Through successful delivery of the above actions, it will enable you to be in position where you may be required to:
• Compile data to report on performance of customer experience against a number of commercial measures.
• Support the capture and analysis of data to support insight to Operational and client colleagues.
• Develop Quality focus plans to drive performance.

Key Result Areas

Essential:

• Leadership and Coaching
• Creating and Innovation
• Coping with pressures and setbacks
• Achieving personal work goals and objectives
• Ability to use Initiative.
• Ability to work autonomously.
• Advance to intermediate excel skills (Non-negotiable)
• Advanced to intermediate power point skills (Non-negotiable)