Call Center Quality Manager (freelance, remote)

Details

  • Place Home office
  • Expected experience 24 month(s)
  • Contract type Freelancer contract, indefinite

Call Center Quality Manager (freelance, remote)


  • Application deadline: 02-01-2023
  • Home office

This position is responsible for the provision of an efficient and effective support service to account operations in accordance with the principles of performance management and ensures that required standards of accuracy and quality set by the client are achieved and maintained.

The Quality Manager understands the business metrics, builds a story which summarizes holistic quality performance, identifies solutions, and implements the necessary actions which lead to improved performance and customer experience. They will lead continuous improvement initiatives, and help position United Call Centers as an employer and partner of choice. The Quality Manager will be responsible for monitoring, auditing, and implementing quality & compliance standards, initiatives, and analysis for United Call Centers' services, and managing the calibration process across all projects and services.

1. Responsibilities

· Overseeing the management and implementation of necessary quality frameworks and structures for all customer contacts across managed accounts

· Working closely with Operational Leads to ensure quality activity is aligned to Operational priorities/plan

· Ensuring that day-to-day quality expectations and requirements are executed on time and to a high standard

· Directing and supporting the implementation of the quality model on new and existing accounts ensuring adherence to best practice through regular review and appropriate governance

· Providing support and guidance on reporting trends and opportunities for performance improvement

· Allocating appropriate resources in line with account requirements

· Engaging stakeholders to review results and make recommendations for improvement

· Mitigating business and customer exposure through identification and eradication of risks relating to people, process and technology

· Supporting and directing day-to-day expectations and requests ensuring that stakeholder requirements are identified, delivered, and met within agreed time frames

· Attend stakeholder meetings (Exchange of knowledge, experience and know-how)

· Conduct end to end process audits of Quality processes

· Create and analyze quality reporting to support business needs and initiatives.

· Establish and drive tactical and strategic QA plans and initiatives.

· Identify deficiencies within quality assurance for the purpose of developing and implementing enhancements/improvements

· Performance benchmarking (Determine levels of performance for comparison purposes)

 

2. Reporting and standards

· Reports the highlighted Customer, Business and Compliance performance results to operations and the client/s.

· Provides recommendations on the action to be taken to improve performance across Customer, Business and Compliance metrics

· Tracks progress made by the Business Unit’s in the implementation of recommended actions

· Develops and delivers reports to meet the Business Unit’s and Client’s requirements

· Identifies, establishes and conducts reporting and analysis on Business Unit interventions, using methodology in line with Partners’ best practice and contractual requirements

 

3. Experience, knowledge, and skills required

· Minimum 2 years’ experience as a Quality Manager preferably in a BPO environment, leading and inspiring a Quality Team with relevant people management experience across multiple work streams and locations

· Experience working with Quality frameworks, processes, systems, and technology including design and implementation

· Demonstrate a high level of Confidentiality with the ability to work through difficult situations with professionalism and diplomacy.

· Deep understanding of how various departments in the BPO space collaborate including but not limited to Workforce Management, Talent Acquisition, Onboarding, Finance, Human Resources, Legal and Operations

· Microsoft Office Suite Proficiency including but not limited to Excel, PowerPoint, Word, and Office; Experience w/ VLOOKUP and Pivot Tables preferred

· Strong interpersonal and team building skills with a proven ability to coach effectively, experience in providing effective, constructive, and reinforcing feedback

· Ability to organize and present technical information in a logical and consistent manner with all levels of management, both internally and externally

· Excellent organization, analytical, project management, presentation, and interpersonal skills.

· Can interface effectively and professionally with all levels of management, both internally and externally. Participate as requested in Quarterly Business Reviews, client visits, new account and/or new product implementations

· Ability to work well under pressure, set priorities, and make well-considered decisions

· Strategic Thinking, Problem Solving and Solutions Oriented.

 

United Call Centers is an international call center company founded in 1999. Our main profile is to provide multilingual contact center services with a strong sales focus, now in more than 30 countries, in 50 supported, but virtually in any languages and dialects. Apply now if you would like to be part of our great multicultural community and develop in your career as a Quality Manager.


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