Quality Manager
What you'll be doing
Supervise quality work group of clients with multiple programs or lines of businesses; providing input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization’s policies and applicable legal requirements
Maintain accurate metrics of direct reports individual performance as well as overall team level performance
Evaluate levels of process and staff effectiveness and works with Business stakeholders to create and collaborate on execution of improvement action plans
Develop strong working relationships with key business stakeholders, internal and external
Oversee audits of key support processes within each account and recommend changes
What you'll need
Bachelor's Degree in related field from a four-year college or university with two to four years of relevant experience preferred
Demonstrated ability to comprehend, analyze, and interpret.
Solid understanding of the organization's business operations and industry.
Demonstrated ability to foster customer service disposition and sense of professionalism for self and team.
Excellent attention to detail.
Demonstrated ability to take initiative and ownership with focus on continuous improvement.
Demonstrated ability to mentor, coach and provide direction to a team of employees.
Demonstrated ability to lead a team in organizing and prioritizing projects in a fast-paced and deadline-oriented business environment.
Advanced Microsoft Office skills
Demonstrated business acumen.
Previous quality management experience in a contact centre / BPO is advantageous
Ability to work a flexible schedule