Group Manager - Transactional Quality
Group Manager - Transactional Quality
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Main purpose:
The main purpose of this role is to deliver against KPI targets and plans through effective management of people and process. Create a positive learning environment that empowers and develops team by being a role model who participates in achieving the wider contact center goals with an objective towards generation and retention of business.
Key Responsibilities:
- Review and sign off monthly quality score and compliance score
- Attend Meetings with operations team and/ or client to report on QA analysis
- Manage and handle internal and external escalations
- Create maintain or update business intelligence tools databases dashboards systems or methods
- Manage timely flow of business intelligence information to users
- Maintain library of model documents templates or other reusable knowledge assets
- Synthesize current business intelligence or trend data to support recommendations for action
- Generate standard or custom reports summarizing business financial or economic data for review by managers clients and other stakeholders
- Assure compliance requirements are met and implement solutions to prevent noncompliance
- Assure compliance requirements are met and implement solutions to prevent noncompliance
- Monitor and develop campaign performance and ensure that strategies are in line with both business and client expectations
- Accomplish quality assurance human resource objectives by recruiting selecting orienting training assigning scheduling coaching counselling employees
- Develop quality assurance plans by conducting hazard analyses; identifying critical control points and preventive measures; establishing critical limits monitoring procedures corrective actions and verification procedures; monitoring inventories
- Validate quality processes by establishing quality attributes; measuring production; documenting evidence; determining operational and performance qualification; writing and updating quality assurance procedures.
- Prepare quality documentation and reports by collecting analyzing and summarizing information and trends including failed processes stability studies recalls corrective actions and revalidations
Qualifications :
- Relevant tertiary qualification
- Minimum of 3 years experience in a quality management role within the contact center industry
Additional Information :
Knowledge skills and attributes required:
- Strong interpersonal skills written and oral communications skills
- Ability to take initiative
- Ability to communicate effectively with people at all levels both internally and externally
- Ability to work to tight deadlines and respond to changing priorities quickly and positively
- Ability to plan and carry out responsibilities with minimal direction
- Ability to work independently and well in a team
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
