The Assistant Quality Manager is responsible for managing the overall QA Operations for multiple programs across all sites.
Responsibilities
Supervise Quality Supervisors and a team of Quality Analysts
Provides developmental feedback, and formal, fact-based performance appraisals to team members on semi-annual basis
Ensures that Auditors follow the approved guidelines, SOPs, and processes consistently
Organizes time and work to manage priorities and meet deadlines
Implements methods and procedures to enhance individual and team efficiency
Conducts research and data analysis to conceptualize performance improvements
Responsible for internal/external schedule of QA activities, orientation and feedback
Serves as liaison and work with the clients to review and resolve issues
Provides a weekly status detailing major accomplishments, operations-related issues and risks, performance improvement opportunities, and upcoming activities
Provides monthly retention risk analysis
Defines Key Performance metrics methodologies
Consolidate processing analyst issues to be escalated to Unit Lead or Client teams
Submit recommendation for annual budget
Responsible for ensuring program and team metrics, including QA calibration and validation
Responsible for ensuring that productivity and operational efficiency metrics are achieved
Responsible for retaining at least 95% of top performers and at least 85% of overall team
Responsible for operating within team budget
Ensures that SLAs are met in terms of Productivity, Accuracy and Turn Around Time
Assists in identifying root causes of errors, provides recommendations and action plans
Provides developmental feedback, coaching and remedial support to the team
Promotes continuous learning and skills development through the company’s available resources
Qualifications
Bachelor’s Degree (any field)
At least 5 years of related experience in call center quality transaction management preferably with a global quality set up; 3 years related experience gained in a managerial capacity
Knowledge
Proficient in the use of commonly used Quality Transaction Monitoring tools such as Verint, Nice as well as strong working knowledge in the use of reporting tools such as MS Excel and PowerPoint
Knowledge of Six Sigma methodologies preferably with Black and Greenbelt certification
Knowledge of COPC, TQM, ISO or other QM tools/concepts
Knowledge of Call Center operations and procedures
Skills
Excellent communication skills
Excellent presentation and analytical skills
Strong interpersonal skills at both individual and team level
Must possess effective organizational skills and time management skills
Strong reporting skills
Abilities
Ability to effectively lead a team and foster professional working relationships and high standard of work ethics
Possesses a collaborative working style and the ability to work independently and in a team environment.
Ability to plan, organize, and schedule work flow to meet rigid project deadlines
Adaptable and able to move with change while maintaining a positive attitude
Ability to work on several projects simultaneously
Ability to communicate professionally with all levels of management
Ability to work on a flexible schedule (graveyard/shifting schedule)