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Sr. Quality Assurance Manager

Location
Pierre, South Dakota
Job Type
Permanent
Posted
30 Jul 2022
Overview:

The Sr. Quality Manager's role is focused on ensuring the highest possible quality of service and experience in every interaction that our agents have with customers. Working with the client and site-based Operational team, they will drive quality & compliance activity across their business area, supporting delivery of KPI's and achievement of a superior customer experience. The Sr. Quality Manager is also responsible for ensuring our quality processes and procedures are fit for purpose and meet both external and internal requirements, including legal compliance and customer expectations.

Responsibilities:
  • Ensures the Quality Analysts are executing the minimum number of observations/monitors and feedback sessions required per agent per week/month according to the client's request or TP internal standards
  • Ensures all quality evaluations are completed by the Quality Analysts within the timescales required (as set out locally)
  • Analyses adherence to quality policies, procedures and metrics as defined by the client, by auditing Quality Analyst evaluations of agent interactions with customers
  • Carries out observations of Quality Analysts delivering agent coaching sessions to ensure appropriate feedback is being given and coaching is being delivered in accordance with internal TP standards and approaches
  • Manages the performance of the Quality Analysts across all deliverables and KPIs, and implements the necessary coaching, support, guidance and development as required to drive high performance, or manage underperformance as necessary
  • Analyses top call drivers data and works with Quality Analysts and local management teams to utilise these insights and agree focus areas for targeted coaching
  • Creates and delivers professional reports to local management teams on top call drivers, agent quality performance trends, and other relevant measures or insights in order to inform both immediate and future strategic actions required to increase quality performance across the business area
  • Works closely with the local management teams and Quality Analysts to participate in ATAC meetings and implement effective action plans to improve quality and related metrics Attends internal & external call calibration sessions
  • Demonstrates subject matter expertise for client's products, services and policies to enable effective quality coaching and support for agents and Quality Analysts
  • Evaluates quality monitoring approaches, business processes, and customer expectations relative to the business area, to ensure quality processes and procedures are effective and meeting the needs of the program/client
  • Supports delivery of any changes to quality measures or focus areas as required by the client, department or business operations area, in a professional manner
  • Identifies opportunities for continuous improvement to the customer experience, quality monitoring or evaluation techniques or other factors which may improve quality performance overall, and feeds these ideas back into the Quality Site Lead
  • Provides leadership and clear direction, whilst actively engaging and supporting the ongoing development and coaching of team members to ensure optimum performance
  • Leads a business culture where data protection, security and prevention of fraud is a top priority for all job roles within account areas, driving full operational compliance with all GECSP, HR and other policies and procedures
  • Leads by example and consistently demonstrates the Teleperformance values of Professionalism, Integrity, Commitment, Innovation and Respect in every interaction
  • Fosters a working culture which is built on embracing diversity, respect and positivity, and has a zero-tolerance attitude towards bullying & harassment, and any other unethical behaviours or practices in your team/department/business area
  • Carries out monthly 121s, as well as quarterly reviews and annual appraisals of performance for each direct report, highlighting areas for coaching, training, and further development. Puts activities in place to progress performance improvements or personal development as needed
  • Adopts the Teleperformance management ethos of "Support First, Manage Later" to ensure all direct reports receive ample help and encouragement to succeed, before management steps are required to resolve any problems with performance, behaviors, and attendance
  • Other duties as assigned.
Qualifications:
  • Minimum of 2 years' experience in a quality assurance role
  • Minimum of 1 years' management experience in a contact center environment, preferably in a quality based role
  • Bachelor degree or equivalent in work experience on client accounts
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Details

  • Job Reference: 671927745-2
  • Date Posted: 30 July 2022
  • Recruiter: TELEPERFORMANCE USA
  • Location: Pierre, South Dakota
  • Salary: On Application
  • Sector: Consulting & Corporate Strategy
  • Job Type: Permanent