job description - Quality Manager
Leading, developing and coaching a team of Quality Analysts/Team Leaders- Managing team performance in line with objectives and metrics
- Delivering/overseeing QA induction training and accreditation, check the checker activity on QA and QA coaching
- Leading/overseeing account Quality calibration
- Ensuring day-to-day Quality expectations and requirements are met and delivered on time
- Collating informative Quality performance reporting including root cause analysis and opportunities for improvement
Experience and qualifications
- Minimum 2 years’ leadership experience with at least 12 months’ experience within contact centre Quality role/environment
- Experience of working with & embedding quality frameworks and standards
- Able to collate informative Quality performance reporting including root cause analysis
- Experience of working with and influencing stakeholders at a senior level
- Ability to effectively manage multiple tasks, work at pace and flex approach when required - both virtual and on site
- Experience of working with customer metrics such as NPS and Csat
- Self-motivated and able to work both independently and as part of a team – both virtual & on site
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We are a multi-national business process outsourcing and consultancy company