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  • Posted: Jul 5, 2018
    Deadline: Not specified
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    HumanTalentRecruit.com is a Subsidiary of Trans Continental Human Capital UK of England and Wales. We are Talent Search, Management Training and Corporate Development Consultants.
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    Quality Manager

    Are you looking to grow your career in quality management in a demanding service environment?

    You will be working with the operational business units/departments to define the overall requirements for business processes, and the high level approach for delivering these requirements whilst driving the improvements for customer service.

    Responsibilities

    • Leading the development and execution of consumer quality programs, systems and audit requirements to proactively deliver excellent high quality consumer expectations.
    • Develop consumer engagement tools to establish and maintain effective trusting business relationships at all levels.
    • Manages and develops a team of quality specialists and collaborates with multidisciplinary teams to ensure a high quality.
    • Determines quality standards by studying inbound and outbound in order to pinpoint process, performance and system issues that interfere with optimal consumer experience.
    • Verifies results by measuring skills in use of scripts, product, knowledge, service ability, greeting, diction, listening, objection handling, efficiency and courteous close of call.
    • Provides quality rating, identifies training needs, recommending new workflow changes.
    • Ensure quality from associate to customer through robust monitoring and processes.
    • Displays sound judgement, flexibility, strong communication skills to continue to optimize consumer experience

    Job Qualifications

    • Diploma/Bachelor’s degree in a related field
    • 7+ years related technical experience required, preferably in contact centre quality environment
    • 5 years of leadership or management experience required
    • Proven experience in strategizing, thinking operationally, organizing, leading quality or process improvement initiatives
    • Analytical Skills coupled with a flair for numbers and analysis with proven problem solving, interpretation and attention to detail capabilities
    • Proven ability to work in a team and proactively contribute ideas to continuously improve team performance
    • Demonstrated track record of working to deadlines and being efficient and organized in all operations
    • Excellent customer service ethic & telecommunications, banking/finance/insurance or related industry knowledge.

    Method of Application

    Interested and qualified applicants should send their applications and CV’s to executivesearch@humantalentrecruit.com

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