The Quality Manager is a key role in the organisation, which, forms part of the senior management team and acts as a leadership role for the quality supporting roles within the Contact Centre team.
This role is key in motivating staff to drive optimum and differentiated care for our client’s customer base, with an emphasis on continuous improvement and operational excellence. The Quality Manager is responsible for working with the Senior Operations team to ensure achievement and surpassing of the quality Contact Centre KPI’s as agreed with the Client.
Responsibilities and Duties:
To manage the day to day quality delivery within the centre specifically around call quality monitoring across inbound, outbound and middle office functions
To drive and inspire outstanding performance within the contact centre teams by providing clear goals, objectives and motivation, through professional, consistent and effective leadership across all areas impacted by the quality KPI’s.
To effectively manage performance in of the quality team areas to the extent where optimal performance is constantly tested, measured and delivered.
To have a strong and detailed focus on contact centre quality and work with the Operational Managers to maximise the delivery of a world class quality contact centre, whilst at the same time ensuring people are respected and work within a controlled and balanced environment.
To drive and lead by example the delivery of strong attention to detail, accuracy and quality across all levels of the quality team – for both external and internal customers.
To effectively manage absence within the quality team budgeted levels and with a view to driving motivation and a strong people-focused culture.
To manage and engender a relationship with the client quality team to ensure quality is embedded within the contact centre and highlight opportunities for improvement.
To constantly review personnel and seek out individuals for further development, both management and skills, to provide career options to the teams as well as ‘home grown’ quality experts for the organisation.
To work closely with HR on recruitment profiles, selection criteria, reviews of results and local conditions, such that the business is attracting and attaining quality and skilled individuals to fit specific roles.
Undertakes duties of a general nature, or additional tasks, that may be required from time to time by the business
To ensure that activities within the contact centre are always prioritised appropriately and aligned to **** Gulf business needs.
To hold weekly performance reviews and provide reporting to the business on:
o Performance – positive and negative variances and drivers;
o Quality – training and subject matter experts;
o Customer experience – key trends, observations and recommendations;
o Release and migration feedback on all new initiatives and changes that are planned and implemented within the contact centre
o To define and agree plan and priorities for week ahead.
• Minimum of 5 years in an Operational Quality Assurance role, in a fast paced, dynamic sales orientated environment, ideally gained in a high tech medium/large sized Call Centre.
• Minimum of 5 years people management experience within a contact centre environment
• Key to the role is to manage through others, fostering an environment of cooperation and respect. The candidate must have gravitas and authority whilst being able to create rapport and trust at all levels.
• Candidates must be passionate about customer service and the important of people in its delivery
• Strong leadership/influencing and communication skills, with the ability not only to lead teams but empower, motivate and delegate as appropriate
• Candidates must be numerate and have excellent report writing skills.
• Proven track record of successful performance and change management and the ability to identify opportunities for continuous improvement within the current operating environment
• Results driven with high levels of energy, flexibility and enthusiasm
Skills:
• A strong and self-motivated individual, with inspirational communication and interface skills.
• Six Sigma experience – desirable
• Time Management skills
• Experience and understanding of managing a quality team, particularly within the contact centre outsource market.
• Candidates must be experienced in operating at all levels within an organisation and in handling a variety of often, disparate needs from different sources.
• The ability to communicate and report information in a clear, concise and effective manner is essential to the role.
• Computer skills including MS Office, MS Project, MS Visio.