Job Description
• Ensuring the attributes of Quality Management System like Sampling methodology, metric and tool design, calibrations, feedback compliance, client satisfaction and complaint management are designed properly and implemented
• Ability to do Deep dive, RCA and create control plans along with process improvement
• Should be able to interact with senior management confidently on quality performance
• To supervise the workload of the team, allocating team members to optimize service provision and administrative support across the hours of the operation of the Contact Centre
• Establishing QA productivity metrics and drive performance quality through ongoing performance management and ad-hoc audits
• Responsible for creating the performance scorecard of the team and driving improvement
• Analyze current situation (As-Is), Identify Improvement opportunities and recommend measures (To-Be) to re-engineer processes
• Responsible for the delivery of Dash Boards, Periodic Reports and Business Reviews for the client and senior management
Qualifications
Grade 12
Additional Information
UK Hours