Quality Manager (Call Centre)

SUMMARY:

Leading global BPO client is looking for Quality Manager to join their team based in Durban.  MUST have offshore BPO client experience across multiple international campaigns.

The role of the Quality Manager will be to deploy an effective strategy that will deliver industry leading customer experience results and continuous improvement.

Ensure that day to day expectations and requirements are met with all deliverables executed on time and to a high standard. The successful candidate will be responsible for the output of a team of Calibrators and Coaches.

POSITION INFO:

KEY ACCOUNTABILITIES & RESPONSIBILITIES:

BUSINESS AWARENESS

• Manages the implementation of necessary Quality Frameworks and Structures for all customer contacts across multiple locations and work streams
• Demonstrates a high level awareness of campaign specific products and services
• In depth knowledge of customer experience methodology including Net Promoter System, CSAT etc
• Applies Service Excellence knowledge and influence across the business unit
• Includes risk analysis as part of regular tasks accounting for contractual and legislative requirements
• Have an understanding of client and outsourcing relationships including partner and company strategy

• Manages reporting trends and opportunities for performance improvement, engaging appropriate stakeholders in results
• Allocates resource appropriate to time and skill set for Deep Dive investigations and actionable insight around specific performance areas
• Mitigates business and customer exposure through identification and eradication of risks relating to people, process and technology
• Understands and reinforces the importance regulatory business and contractual requirements
• Utilises business awareness of Resource Delivery, Learning and Development and internal Compliance requirements in all decisions and proposals for continuous improvement.

• Manages the day to day partner expectations and requests ensuring that stakeholder requirements are identified, delivered and met within agreed time frames
• Works with Operations to deliver a high level of Customer Excellence, through multi-channel contacts, measured by CSAT surveys
• Acts as an effective conduit between regulatory stakeholders and Operational teams to embed expectations of our people.
• Develops and maintains strong relationships and effective communication with all key stakeholders & other colleagues within the team, up to Head of Department level.

• Works effectively as an individual and as part of a team
• Shares ideas with key stakeholders, continuously striving for industry leading best practice
• Challenges inappropriate behavioural practises recognising this is key to the success of the campaign
• Maximises results opportunity through building and maintaining effective working relationships with Operational and Support areas
• Designs and delivers clear communication plans for all current and future initiatives
• Tailors all communications, reports and presentations to ensure hearts and minds are gained, ensuring long term commitment and buy-in

• Works effectively and creatively to achieve targets through managing trends and continuously improving processes and ways of working, confident to test new ways of working to engage the people
• Communicates reporting insight to Site Leads / Heads of Department - highlighting trends and opportunities to customer survey results.
• Designs and delivers continuous up-skill material in conjunction with L&D, accounting for regulatory requirements, operational needs and individual learning styles which is suitable for operations manager and above.

• Keen to learn new skills whilst enhancing existing capabilities
• Owns personal development plan, seeking out support and activities in line with role specific needs
• Is committed to continuous improvement and leading by example whilst adopting a consistent approach as outlined in the company Quality Operating Manual
• Provides Coach the Coach activities for operations manager level and above on a risk based approach

• Manages delivery of own workload as well as tactical and day to day tasks whilst prioritising according to impact analysis, contractual service level agreements and the overriding Customer Excellence Strategy
• Works with key stakeholders to ensure deadlines are clearly communicated and delivered on time and to high standard of quality
• Recognises that vigilance and attention to detail is vital for the on-going success of our business and as such applies the necessary controls and governance to outputs.

• Leading and inspiring a team with relevant people management experience across multiple work streams and locations
• Experience of operating within a regulatory environment such as OFCOM, FCA, ISO, EU regulations.
• Advanced Excel and/or Google spreadsheets including but not limited to conditional formatting, vlookup, countif, pivot tables etc
• Analytical skills which may include experience of root cause analysis models
• Experience of applied coaching methodology for both deductive and inductive purposes
• Effective presentation and report writing skills
• Experience of producing reports at management level and above including strategy and business case scenarios
• Ability to build and maintain key relationships with all departments and stakeholders

NB! This job is now closed. You can apply for other jobs by uploading your CV.