Are you looking to grow your career in quality management in a demanding service environment?
You will be working with the operational business units/departments to define the overall requirements for business processes, and the high level approach for delivering these requirements whilst driving the improvements for customer service.
Responsibilities
Leading the development and execution of consumer quality programs, systems and audit requirements to proactively deliver excellent high quality consumer expectations.
Develop consumer engagement tools to establish and maintain effective trusting business relationships at all levels.
Manages and develops a team of quality specialists and collaborates with multidisciplinary teams to ensure a high quality.
Determines quality standards by studying inbound and outbound in order to pinpoint process, performance and system issues that interfere with optimal consumer experience.
Verifies results by measuring skills in use of scripts, product, knowledge, service ability, greeting, diction, listening, objection handling, efficiency and courteous close of call.
Provides quality rating, identifies training needs, recommending new workflow changes.
Ensure quality from associate to customer through robust monitoring and processes.
Displays sound judgement, flexibility, strong communication skills to continue to optimize consumer experience
Job Qualifications
Diploma/Bachelor’s degree in a related field
7+ years related technical experience required, preferably in contact centre quality environment
5 years of leadership or management experience required
Proven experience in strategizing, thinking operationally, organizing, leading quality or process improvement initiatives
Analytical Skills coupled with a flair for numbers and analysis with proven problem solving, interpretation and attention to detail capabilities
Proven ability to work in a team and proactively contribute ideas to continuously improve team performance
Demonstrated track record of working to deadlines and being efficient and organized in all operations
Excellent customer service ethic & telecommunications, banking/finance/insurance or related industry knowledge.
