Quality Manager - Swedish Dutch or German - Riga
Quality Manager - Swedish Dutch or German - Riga
Posted on :
26-08-2024
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1 Vacancy
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Job Description
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
- 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:
- Minimum 23 yrs experience in managing Quality (BPO)
- 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)
- Fluent minC1 level language skills Swedish Dutch orGerman in combination with excellent English
OFFER:
- A dynamic and diverse job in a pleasant and modern environment
- Opportunities for personal and professional development
Employment Type
Full Time
Key Skills
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