Quality Manager at Samasource

About the Job:

The incumbent will be responsible for quality scores s/he will  assist the Training and Quality Manager in setting quality standards across the Sama work streams

Key Responsibilities:

• Analyze agents’ work output against guidelines/standards and provide feedback
• Identify agents’ strengths and Weaknesses
• Provide feedback to Team Leaders on identified areas that individual members of the team need to improve on for coaching.
• Compile and send daily, weekly and monthly quality reports and send to the Quality Analyst Supervisor and other relevant stakeholders.
• Liaise with Team leaders to ensure that feedback and the identified quality gaps are addressed with the individual/team members.
• Collaborate with Operations to ensure that best standards are revised and updated where need be.
• Provide feedback and recommendations on recurring and widespread gaps that should be addressed through training/refresher trainings.
• Keep an up-to-date record of individual agents quality performance for use in performance reviews
• Participate in team briefings to provide the QA objective and also sit in calibration sessions

Minimum Qualifications:

• Minimum of a Diploma in a business related field.
• Minimum of 3 years of experience assisting with the implementation of complex operational procedures including creation/delivery of classroom-style training and documentation in a busy contact center.
• Experience in both data and voice accounts will be advantageous.

Preferred Qualifications:

• Passion for providing 1:1 support to people with accuracy and empathy.
• Exceptional attention to detail and nuance.
• Planning, organizing, reporting and analysis skills.
• Fast learner with the ability to break down complex information into simple concepts.
• Track record of developing and maintaining expertise on corporate policies and/or community standards.
• Demonstrated ability to perform well in a highly dynamic and rapidly changing environment.
• Strong critical thinking and problem solving skills.
• Ability to multitask and work independently in an unstructured environment.
• Strong interpersonal skills.
• Conflict prevention and resolution skills.
• Fully computer literate on MS programs.