Quality Assurance Manager

You are looking for a thriving career in Quality Assurance Management with an innovative and fast pace business.

You have:

• Substantial knowledge of managing contact center call quality processes
• Excellent people-management skills including the ability to develop others.
• World-class Customer Service skills
• Substantial experience in handling staff situations
• Good decision making and problem-solving skills
• Good communication skills, both written and verbal with excellent levels of tact and diplomacy.
• Self-motivated, self-managing, confident and organized.

It would also be great if you have:

• 5+ Years experience of working in the Business Process Outsourcing sector.
• Working knowledge of Quality Standards.
• Good knowledge of MS Excel, Word and PowerPoint, Office .

Want to know more about the role?..

This role has overall operational responsibility for the daily running of the Quality department. The role is also responsible for call quality achievement, and ensuring customers are looked after to a high standard.

Key responsibilities:

• Leading, managing and motivating to ensure that the service standards and targets are met whilst team morale remains high.
• Ensuring that coachings are completed on a regular basis and all performance feedback is given to staff.
• Staff development, proficiency solutions completion, mentoring and succession planning.
• Ensuring the department is staffed to meet call forecast requirements and that departmental recruitment is of a high standard and timely.
• Ensuring customers are looked after to required standards and recognized or foreseen issues raised as required.
• Attending and participating in Quality and Call Listening meetings
• Client launch, client liaison, overviews and visits to ensure complete client satisfaction in department functionality.
• Undertaking, controlling and delivering on ad-hoc projects.