Job details
Job type full-time
Full job description
Company overview
Join us on our mission to elevate customer experiences for people around the worldAs a member of the everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovationOur dedication to our purpose and people is being recognized by our employees and the industryOur 4.5/5 rating on glassdoor and our shiny, growing wall of best place to work awards is a testament to our investment in our cultureThrough the power of diversity, we celebrate all cultures for their uniqueness and strengthsWith 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from usFind a job you’ll love today!
Position purpose:
The senior manager - quality assurance will assure consistent quality of customer experience by developing /implementation of best practices, validation, and measurement processes to ensure compliance, efficiency, and effectiveness, providing detailed trend reporting and root cause analysis to meet company quality, customer satisfaction and performance objectivesThe senior manager will also be a lead in the business requirements process and the launch of new lines of business or new client programs.
Job requirements:
Endorsement of equipped and qualified representatives to production by identifying, providing and developing adequate processes and resources that will ensure effectiveness in transferring of knowledge and skills
Development of resources to inspect, challenge, improve and create materials for continuing education and skills enhancement
Consistent quality of customer experience by developing/implementation of best practices, validation and measurement processes to ensure compliance, efficiency, and effectiveness, providing detailed trend reporting and root cause analysis to meet company quality, customer satisfaction and performance objectives
Lead in the business requirements process and the launch of new lines of business or new client programs
Develops, implements, manages and integrates quality improvement activities as appropriate (e.g., kaizen, six sigma) to achieve quality assurance operational objectives
Designs, implements and documents procedures for process control, process improvement, testing and inspection
Achieve quality assurance operational objectives by contributing information and analysis to strategic plans and reviews; preparing and completing action plans; productivity, quality, and customer-service standards; identifying and resolving problems; completing continuous improvement assessments; determining system improvements; implementing change
Serves as the primary quality management expert for problem identification, resolution, identifying critical control points/limits and continuous improvement monitoring
Mentoring quality personnel on a day to day basis
Performs root cause analysis and other problem-solving activities to identify effective corrective actions and process improvements
Supports concurrent organization efforts by participating in business requirements discussions and or projects representing quality assurance and the customer
Establishes collection and analysis systems of statistical data to predict trends that will affect the improvement of product quality
Analyzes customer’s specifications to establish efficient, cost-effective requirements to meet contractual productivity and performance expectations
Interacts with internal and external customers to identify opportunities to improve quality and establish feedback with all departments
Validates quality processes by establishing product specifications and quality attributes; measuring production; documenting evidence; determining operational and performance qualification; writing and updating quality assurance procedures
Prepares & presents quality performance, productivity, and financial reports by collecting, analyzing and summarizing information and trends
Updates job knowledge by studying trends in and developments in quality management; participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations
Internal and external customer/client interfacing position
Acts as a champion of continuous improvement audits
All other reasonable duties, as assigned
Qualifications:
Bs/ba mis/business or advanced degree and equivalent work-related experience
Minimum of 10 years of experience in call center industry; 5 years quality assurance/training leadership experience
Thorough understanding of operations, training, and the closed-loop feedback process
Understanding of quality methodologies required e.gDmaic, six sigma, kaizen, etc.
Advanced proficiency in pc applications such as word, excel, access, and powerpoint; superuser skills in excel required – picot tables, queries, etc.
Technical proficiency with call recording systems such as nice, qfiniti, five9, calabrio and/or verint or similar; call recording and performance optimization standards
Excellent oral, written, and interpersonal communication skills
Must be well organized, demonstrate initiative, and able to manage multiple projects
Maintain document control and data integrity
Experience in the management of quality monitoring systems and forms and facilitating calibration sessions
Must have the ability to rapidly develop and deploy quality solutions to support program kpi
If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.
