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Job Title
National Quality Assurance Manager (Call Centre)
The Quality Assurance Manager will monitor process implementation, manage QA teams in various campaigns within the business, and report to the Head of the Training & Quality Assurance department. This individual will ensure that quality and compliance standards across the business are consistently met and engineer strategies followed by implementation to continuously enhance the performance of the business according to the policies and procedures of the business. They will be responsible for client communication regarding all matters of Quality Assurance as well as regular briefings with senior management on the progress of the Quality Assurance teams and work done across all campaigns.
Duties & Responsibilities
- Ensure compliance with the company's quality systems and processes
- Evaluate daily feedback from all quality assurance and compliance teams
- Develop and maintain thorough knowledge and understanding of products, including performance and functional requirements of the contact centre
- Ensure campaign KPIs are met regarding quality standards
- Continuously upskill quality assurance personnel
- Provide weekly quality assurance reports to the business and to clients as per SLA requirements
- Ensure ongoing optimisation across all campaigns within the business
- Team management
Requirements
- Ability to work and complete projects without supervision, self-motivated
- Ability to communicate with discretion and professionalism, understanding when confidentiality is needed
- Analytical approach to problem solving and solution-driven strategy development
- Critical attention to detail
- Capable of always working on multiple campaigns
- Strategy implementation with excellent organisational skills
- Quality control astuteness
- Strong knowledge of customer care processes and techniques
- Demonstrated ability to work well in a team environment
- Must be a critical thinker
Qualifications & Experience
- Data Analysis
- At least 3-5 years in Quality Assurance/Quality Control/Compliance at management level (BPO industry preferred)
- At least 3-5 years of managing a QA team
- Customer-centric report building
Skills
Data Analysis, Quality Control, Quality Auditing, Compliance, Communication, Business Process Outsourcing (BPO), Sales, Customer Services
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