Job Description
Main purpose:
The main purpose of this role is to deliver against KPI targets and plans, through effective management of people and process. Create a positive learning environment that empowers and develops team by being a role model who participates in achieving the wider contact center goals, with an objective towards generation and retention of business.
Key Responsibilities:
- Review and sign off monthly quality score and compliance score
- Attend Meetings with operations team and/ or client to report on QA analysis
- Manage and handle internal and external escalations
- Create, maintain or update business intelligence tools, databases, dashboards, systems, or methods
- Manage timely flow of business intelligence information to users
- Maintain library of model documents, templates, or other reusable knowledge assets
- Synthesize current business intelligence or trend data to support recommendations for action
- Generate standard or custom reports summarizing business, financial, or economic data for review by managers, clients, and other stakeholders
- Assure compliance requirements are met and implement solutions to prevent non-compliance
- Assure compliance requirements are met and implement solutions to prevent non-compliance
- Monitor and develop campaign performance and ensure that strategies are in line with both business and client expectations
- Accomplish quality assurance human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counselling employees
- Develop quality assurance plans by conducting hazard analyses; identifying critical control points and preventive measures; establishing critical limits, monitoring procedures, corrective actions, and verification procedures; monitoring inventories
- Validate quality processes by establishing quality attributes; measuring production; documenting evidence; determining operational and performance qualification; writing and updating quality assurance procedures.
- Prepare quality documentation and reports by collecting, analyzing and summarizing information and trends including failed processes, stability studies, recalls, corrective actions, and re-validations
Qualifications
- Relevant tertiary qualification
- Minimum of 3 years’ experience in a quality management role within the contact center industry
Additional Information
Knowledge, skills and attributes required:
- Strong interpersonal skills, written and oral communications skills
- Ability to take initiative
- Ability to communicate effectively with people at all levels both internally and externally
- Ability to work to tight deadlines and respond to changing priorities quickly and positively
- Ability to plan and carry out responsibilities with minimal direction
- Ability to work independently and well in a team
