Job Description:

Quality Assurance 

  • Lead and develop a team of Quality Analysts to achieve overall quality strategy including day-to-day management, goal setting, performance reviews and coaching 
  • Work with outsourced vendor partners to drive overall quality performance
  • Monitor, report and analyze both quality monitoring audits and customer satisfaction survey results across all channels 
  • Track and monitor quality related metrics and initiate plans for corrective actions across all channels
  • Understand the key drivers of customer satisfaction, identify opportunities and determine strategies to improve overall service
  • Facilitate regular calibration sessions to ensure consistency in quality requirements and standards
  • Collaborate with both internal and external stakeholders to ensure understanding of key quality processes and re-engineer current processes so as to improve overall quality
  • Perform analysis on quality errors, present analysis to gain acceptance, plan for and execute quality improvement actions
  • Manage the overall quality performance of outsourced vendors

 Training 

  • Lead and develop a team of trainers to manage learning functions including day-to-day management, goal setting, performance reviews and coaching 
  • Conduct Training Needs Analysis to understand the gaps in training and create opportunities for continual learning and growth
  • Develop and deliver product, technical and soft skills training programs in person and web based  for all levels in the contact center and measure for success
  • Work closely with the regional team to ensure training strategy alignment
  • Prepare and deliver business reviews as needed 
  • Review training evaluation surveys to ensure training programs are relevant and make changes based on feedback

 Requirements:

  • 5+ years’ experience in contact center quality monitoring and training roles
  • Experience in managing a group of at least 15-20 people in a contact center set up
  • Excellent English communication skills (verbal & written)
  • Excellent personal and interpersonal skills to interact with a variety of individuals, including building strong partnerships with other departments
  • Able to handle multiple projects and effectively manage different timelines
  • Proven experience and knowledge in effective hiring, training, coaching and people management practices
  • Must have a strong track record of analyzing, leading, and monitoring various processes to improve call center quality and staff performance.
  • Proficiency in Microsoft products including Word, Excel and Powerpoint
  • Experience in Learning management tools is a plus

 

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