Responsible for devising and establishing Quality procedures, standards and specifications
Review customer requirements and make sure they are met and Look at ways to reduce waste and increase efficiency.
Set up and maintain controls and documentation procedures.
Monitor performance by gathering relevant data and produce statistical reports
Measure performance and identify any areas of weakness, recommending and implementing improvements
Liaise with other managers and staff and provide training, tools and techniques to enable others to achieve quality standards. Assess the effectiveness of changes made.
Typical Qualifications:
Education:
Bachelors degree in business administration or relevant fields.
Experience Target
(in this job or a related function/field)
:
Prior experience in quality assurance as a manager or other related roles.
3 plus years experience in an operations/customer service call center environment.
Skills:
(identify essential skills required, and identify additional skills that enable success in performing this job)
Strong knowledge of quality assurance standards and methodologies.
Excellent managerial, leadership and communication skills.
Analytical approach with good numerical skill and understanding of statistical analysis.
Keen attention to detail and organizational abilities.
Basic knowledge of computers and use of software like MS Office.
Knowledge:
(describe type and level of knowledge needed to perform essential job functions and those that enable success in performing this job)
Demonstrated experience in managing quality/operations teams in a service environment.
Must have handled large teams in BPO for Voice & Non Voice process
Understands the value of confidentiality and sensitivity of tasks at hand
Consistently exhibits honesty in giving reliable solutions/answers to client s inquiries and or issues
Abilities:
(describe type and level of abilities needed to perform essential job functions and those that enable success in performing this job)
Ability to work under pressure in a fast-paced dynamic environment.
Clear and logical thinking with an ability to deal with ambiguity.
Communicates effectively in a positive manner
Excellent Customer Service Skills
Demonstrates an ability to be well-organized, efficient and self-disciplined
