Quality Monitoring Manager

Leads/Manages all aspects of Quality excellence with emphasis on continuing to improve operating results and strengthening underlying processes Analyzes the account performance based on, but not limited to, quality monitoring, customer feedback, FCR, AHT, etc. Develops and maintains reports that enable the management of continuous performance improvement and operational excellence Recommends process standard to ensure consistent methodology Supports departmental improvements i.e. tools, templates, processes Work closely with stakeholders ensuring that quality improvement steps are initiated and that improvements are ongoing Escalates quality deficiencies (e.g. agents repeatedly failing quality monitoring, Team Captain and Trainer repeatedly failing quality monitoring requirement and calibration accuracy requirement) to contact centre management Designs and implements departmental action plans, policies and procedures as directed by Management and Quality Assurance Manager Coordinates with other departments for calibration and support as necessary Ensures the efficiency of the QM Department by driving for the timely delivery of accurate data Maintains open communications with all internal departments and call centre operation accounts / programs. Ensures that requirements of each party are clearly defined and expediently addressed and oversees the proper channelling of information between parties. Sets clear expectations on action plans, processes, procedures, and deadlines for each deliverable - Ensures the proper conduct of performance appraisals by all applicable staff within the time frames stipulated by the company. Identifies development and improvement opportunities for QA staff and aids in their career development

Salary: Negotiable

Experience: 3+ years

Vacancies: 1 open vacancies

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