• jobs
  • 2 weeks ago

jobs description

ocation Bucharest

Work Mode Type- 100% work from Office

Schedule – 10AM-7PM

As our new Senior Manager, Quality you will lead the execution of the Quality program in cooperation with Head Office Quality team and local site managers. You will be responsible for driving performance through Quality initiatives. This will range from helping to develop site specific action plans to help drive up NPS, to specific group standard development of Quality framework and culture.

Main Goals

· Lead and develop the Quality management priorities in alignment with head office

· Team management - managing a team of 10+ Quality Evaluators and Team Leaders for aligned processes

· Act as the leader in all matters related to Quality Management including client meetings and business reviews

· Set the high bar standard in the region to help develop a culture where quality is a core principle of CS operations and is advocated by all

· Provide regional reporting on quality program status, performance... hiring, onboarding and outcomes to the head office Quality management on a regular basis

· Develop a fully trained, high-performing, motivated and empowered regional Quality team

· Analyze different data points on a daily/weekly basis to identify trends and improvement opportunities – both at teams and individual contributors levels

· Proactively identify opportunities to improve QA work and coordinate with different functions – operations, training, workforce management

· Lead all practice of Quality Control, validation, calibrations, customer Quality interface and client Quality assurance by developing key client partnerships

· Analyze and report trends in Agents/Process performance

· Participate in quality systems improvement activities using six sigma methodologies

· Bring insights and innovation ideas from QA perspective and help our operations team standardize work process and procedures - push initiatives to improve transaction Quality through new quality tools and motivational levers

· Identify bottom quartile factors and team players and steps to improve them

· Design, implement and monitor Quality corrective action plans when required

· Liaise with key stakeholders – internal & clients – for alignment and improved Quality results

Your Profile

· Min. 3 -5 years’ experience in a similar contact center management role, in a multinational environment is mandatory

· Experience in the BPO / SSC industry with exposure to global leading brands/clients is a must

· COPC or Six Sigma certifications are a solid advantage

· Strong team and people leadership skills

· Experience in managing a large-scale multi-geo located team preferred

· Comfortable working in a multi-site contact center environment with a mix of in-house and remote resources

· Ability to manage cross regional projects independently and partner with cross-functional teams at the enterprise level as a leader of Quality deployment

· Flexible and able to adapt to high pace priority changes, comfortable in navigating client changing requirements

· Solid knowledge of Quality tools, terminology and COPC process

· Demonstrated organizational skills and the ability to multi-task and deliver quality outcomes while effectively managing multiple competing priorities

· Comfortable and effective within a multi-cultural team environment

· Able to assess and develop individual and team skills and capabilities. Able to create and maintain enthusiasm for challenging goals

· Play as a role model by promoting new ideas and positive change

· Fluent in English, knowledge of German language is a strong advantage

· Available to travel
Bucharest Romania


Apply - Quality Assurance Manager Bucharest