Job Title:
Quality Operations Manager
Job Description
Our teams core responsibility is to ensure our customers are supported throughout their pre and post flight journey. We have a multi-channel support offering which consist of voice, email, chat, social and will soon enter the world of messaging.
Our team is supported by 2 fully Outsourced Contact Centre suppliers consisting of approx. 1800 advisors across Europe, India, South Africa and the UK operating 7 days a week.
The successful candidate will based in Lisbon and their key responsibility will be to support the service providers to achieve great performance on quality, enhance customer experience, reduce error, improve process.
In addition, the successful candidate will work closely with our Customer experience team and other internal teams to support everything related to delivery of quality and processes within the Customer Management Centres.
- Be responsible for end-to-end quality framework, managed by our suppliers, ensuring that it meets contractual expectations.
- Work with a broad range of stakeholders within the company and our suppliers, acting as a point of contact for CMC quality and risk.
- Develop active engagement across all stakeholders to increase quality and risk awareness and understanding.
- To support in identification and delivery of operational improvements across the CMC, through either quality or continuous improvements efforts.
- Working directly alongside our suppliers to assess quality issues, conduct root cause analysis, recommend insights, develop improvement plans, and collaborate with operations teams to improve quality performance.
- Proactively identifies opportunities for quality improvement using existing framework and controls and coordinates with different functions – e.g. operations, training, and reporting.
- Maintaining quality governance artefacts to demonstrate the effects of the quality framework as specified in the contract.
- Supporting with embedding the longer term quality strategy consistently across the sites.
- Supporting and managing calibrations sessions and other quality functions.
- Aligning quality objectives with the overall strategic goals and KPIs.
- Utilising data analysis to extrapolate insights and present output to key stakeholders.
- Encourage collaboration between the quality and training functions to reinforce the life cycle between the two components and their reliance on each other to continuously improve the customer service.
- Support in preserving brand management.
- Champion a consistent quality framework across multiple suppliers located in multiple countries.
- Accountable for upkeep and maintenance of day to day process and knowledge management, as well as responsibility for deployment of any process changes.
- To support in identification and delivery of operational improvements across the CMC, focussing on financial benefits as well as improving the customer experience.
Candidate Profile:
3-5 years’ quality management experience within customer services or contact centres
Strong communication and calibration skills
Fluent in English plus another European language
A keen eye for detail and a results driven approach
Analytical skills
Excellent stakeholder management and collaboration skills
Be confident in presenting operational output and recommendations to CMC stakeholders
Be a business-focussed, creative, innovative pragmatic and positive team player
Ability to thrive in a fast-paced environment and independently manage priorities and challenges to balance delivery across multiple suppliers located in multiple countries
Availability to travel (the role will require frequent travels to Luton and a yearly to our operations within Europe and SA)
Location:
PRT Lisbon - Av. Mediterraneo, N°1
Language Requirements:
Time Type:
Full time
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