Quality Manager

Position: Quality Manager

Location: Riga Latvia (onsite)

Employment type: Fulltime

DUTIES AND RESPONSIBILITIES:

• Manage Peak volumes for Reachability & Backlog by working on Calls & Tickets.
• Understand and keep track of key team KPIs. Manage dips in performance with adequate reinforcement plans proactively.
• Monitors coordinates and supervises the daily activities of the staff in the operations team.
• Manage staffing Attrition and Hiring within the team.
• Manage team availability attendance and teams administrative tasks.
• People management and associated responsibilities like performance and development management
• Manage relationships of the key interfaces of the team and client
• Assisting team members in providing firstline support when workloads are high or where additional experience is required.
• Able to plan long term improvements looking at least 6 months to 1 year ahead
• Understanding of processes run by team and ability to bring in improvements and efficiencies within the team
• Create a mode of operations to be adhered to by team members in order to maintain good routine and orderliness
• Delegate specific customer service responsibilities to team members to create specialization and improve Customer service
• Review all client complaints rectify issues and liaise with appropriate departments to handle complex issues in a bid to provide more effective solutions
• Able to conceive and implement productivity improvements within operations
• Manage complaints & escalations
• Able to mentor team on both process and people functionality
• Maintain operationsrelated reports in SharePoint
• Discover training needs and coordinate with QA and Training Team to provide the necessary coaching
• Any additional adhoc tasks that may contribute to a better service to the client or improvement to the KPI

REQUIREMENTS:

• University Degree
• Minimum 23 yrs exp in managing Quality
• Worked for 18 months in the current role
• Must have Positive Service delivery and Good customerhandling skills
• Excellent people management skills should have prior experience.
• Excellent communication skills should have managed services across geographies (managed international customers)
• Ability to drive initiatives in the team with creativity and a longterm vision
• COPC understanding and experience of dealing with process improvements
• Any qualityrelated certification (optional)
• Language skills Native & minimum C1 Level
• C1 level language skills (Swedish/Dutch/German) in combination with excellent English language(any Language)
• Should be a selfmotivated achiever
• Excellent Problemsolving abilities strong logical analytics

OFFER:

• A dynamic and diverse job in a pleasant and modern environment
  
• Opportunities for personal and professional development

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