Quality Manager at Samasource

Job Description

• Title/Position: Quality Manager
• Location: Nairobi
• Department or Business Unit: Service Delivery
• Employment Type: Full Time
• Min. Experience: Quality Analyst

Responsibilities

• Create quality strategies for the assigned projects, monitor and evaluate effectiveness, and address any identified gaps/institute corrective actions.
• Oversee and manage enforcement of QA policies and procedures
• Involved in recruiting, selecting, orienting, training, assigning, coaching and communicating job expectations; also involved in direct reportees appraisals and day to day management of any upcoming assigned team issues where appropriate.
• Constantly monitor projects quality performance and address any identified gaps
• Supervision, coaching, mentoring, motivation and coordination of a team of Quality Supervisors to ensure quality performance metrics are met
• Develop internal control systems to determine if the Projects’ Quality Team/QA processes/QA systems are producing useful, accurate and reliable data in accordance with QA policies and procedures and proactively assessing any potential risks.
• Perform critical business analysis of issues identified by QA Supervisors, including identifying root cause(s) and identifying value-add opportunities for projects quality improvement
• Assess new and ongoing projects work plans and workflows, and audit approaches with recommendations to optimize quality and production
• Analyze QA reports to identify trends and make relevant recommendations to Training, Operations and any other applicable business units.
• Develop and maintain effective working relationships with clients and/or accounts projects managers.
• Lead and support additional special projects and initiatives as necessary to achieve departmental objectives; includes the scoping, monitoring and evaluation of projects.
• Managing client’s QA complaints/escalations with the aim of de-escalating the situation and maintaining a positive relationship with the client
• Lead collaborations between the quality supervisors to adopt best practices across the center
• Manage departmental day to day operations as may be directed by the Head of Service Delivery.
• Validate quality processes and update quality assurance policies and procedures.

Qualifications

• Education: Degree in business or any other relevant field/ equivalent experience

Experience

• Minimum of 3 years of contact center experience required
• Minimum of 1 year of experience in Quality Assurance in a contact center/BPO
• Minimum of 2 year of supervisory or lead experience to include managing managers, managing performance and reporting.

Knowledge/Skills/Abilities

• Knowledge of MS Office Suite including advanced knowledge of Excel, PowerPoint and Word
• Proficiency in analyzing data to derive meaningful information
• Ability to manage and measure workloads and motivate others.
• Ability to set priorities and stay focused
• Ability to see big picture and think globally
• Ability to audit and manage processes
• Ability to develop, coach and mentor others

Personal Attributes

• Effective verbal and written communication skills
• Problem solving skills
• Great attention to details
• A warm personality, able to work with people from diverse backgrounds.