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