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Majorel Kenya designs, builds and delivers end-to-end CX for many of the world’s most respected digital-born and vertical leading brands.
Position Summary:
The Quality Manager oversees the Contact Center Quality program and provides direct support for Transaction Monitoring requirements, or Sales Verification or other requirements for a program or a vertical account either within a site and/or across multiple locations or region.
This incumbent will supervise all personnel assigned to the quality program. This individual is responsible for the accuracy of evaluations, analysis and overall performance of Transaction Monitoring (Quality Coach) Team. Additionally this incumbent is responsible for their staff and program development.
The quality manager is responsible for the proactive identification of account level performance related opportunities by KPI up to and including but not limited to customer experience (CSAT) drivers, sales conversion influencers, customer satisfaction levers, agent learning opportunities, knowledge management improvement areas by client program. The Quality Manager works closely with the Operations team in support of clients and programs. This position has direct client interface and is responsible for the overall quality program.
Overall Responsibilities:
- Maintain and monitor accurate performance trends for each direct report as overall team level performance.
- Manage resources across the assigned vertical/portfolio (i.e. personnel schedules, technology by account needs).
- Evaluate and manage levels of staff effectiveness by partnering with operations to create improvement action plans.
- Identify and develop programs for overall quality improvement.
- Ensure facilitation and coordination of calibration process and sessions (both internal/external)
- Develop and maintain strong working relationships with internal operations personnel and clients.
- Establish rapport and effective working relationships with client services and vertical/portfolio business owners in order to understand specific needs for their accounts.
- Oversee and administer audits of key support processes within each account.
- Conduct periodic audit of staff and departmental processes and recommends change.
- Ensure consistent application of the quality process/system.
- Attend and/Facilitate Client Calibration or monitoring sessions.
- Facilitate Quality training and/or initiatives as needed.
- Deliver client-facing presentations related to contact center quality.
- Responsible for day-to-day oversight and functional supervision of the program, including work assignment, performance and attendance oversight; administers Transaction Monitoring team coaching and development and all associated performance management responsibilities, drives input into selecting, training, developing, and completing performance. appraisal of work group(s) in accordance with the organization’s policies and applicable legal requirements.
- Identifies and develops continuous improvement opportunities applicable to account, workgroup and department.
- Utilize common process methodology for process improvement.
Job Requirements:
- Proven ability to manage people, processes, and technology.
- Strategic thinker and strong analytical skills.
- Excellent understanding and QA principles.
- Client Relationship exposure.
- Experience with developing a QA team/program in a call center environment.
- Superior written and verbal communication skills and presentation skills.
- Excellent leadership and developmental skills
- Demonstrated success managing new initiatives while meeting operating
- and budgetary requirements.
- Strong knowledge of call center software, technology and key indicators.
- High internal customer focused orientation
- Excellent Time Management
- Planning/ organizing / prioritizing skills.
- Minimum 2-years of direct supervisory experience within an inbound/outbound contact/call center, required.
- Must have proficiency with various classic software applications programs including Microsoft Word, MS Excel, MS PowerPoint, MS Outlook
- Call Center Operations experience
- Strong working knowledge of Transaction Monitoring systems, preferably Nice, Witness, Verint, etc.
- Highly analytical
- Strong Presentation Skills
- Team-oriented
- Ability to manage and develop a team across multiple sites, virtual team experience.
- Self-motivated
- Performance-oriented
- Excellent oral and written communication skills, in English
- Ability to build rapport and work effectively with all levels of management and clients.
- Ability to Travel
Education/Experience:
- Top Tier Quality Experience
- Program Level Experience required.
- College experience or related work experience.
- 3-5 Years of relevant supervisory experience
- Must have strong background and knowledge in Quality assurance areas.
- Strong Business Process Improvement knowledge and/or Training Preferred.
- COPC, APAQ, Transaction Monitoring, Six Sigma background/experience preferred.
- Completed course in Transaction Monitoring/Call Center Quality Program, preferred.
Standard General Security Roles and Responsibilities
- Understand and adhere to policies, guidelines and procedures pertaining to ethics and compliance, and to the protection of Information Assets, integrity of customer transactions, proper and ethical utilization of access privileges and resources
- provided to perform the role. Fully comply with all provisions of the Company Code of Conduct, Acceptable Use Policy and Confidentiality Agreement.
- Protect company assets, systems, proprietary and confidential information in accordance with arvato Confidentiality policy and Corporate Information Security Policiesand Procedures.
- Proactively report actual or suspected ethics and compliance violations, vulnerabilities, security incidents and breaches in the confidentiality, integrity or availability of Information assets as per the Company’s Incident Reporting Process
- Process personal data, client data and employer business specific data in accordance with customer contracts, company guidelines and federal and state requirements.
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Position Summary:
The Content Mediation Quality and Support Analyst performs all duties required of a Quality Coach and functions as the Client SME. The Content Mediation Quality and Support Analyst supports and coaches team members, trains and enforces policies and drives quality performance, while balancing the need for efficiency. Position is a liaison between training, quality, and
operations.
Position conducts audits and analyzes metrics to report trends and patterns. Incumbent may be required to conduct upskill training and reinforce associated changes to operations teams. Gains exposure to some of the complex tasks within the job function. Occasionally directed in several aspects of the work. Typically requires 2 to 4 years of related experience.
Overall Responsibilities
(Duties are project specific and may vary)
- Communicates with and supports all relevant stakeholders (Quality Manager, Operations Manager, Supervisors, and partners with client internal teams to ensure that decisions made by Vendor’s content moderation staff are being regularly audited for accuracy and that performance feedback is being shared with the responsible teams
- Supports every aspect of internal quality audits from audit planning, implementation, feedback and re-audit as required.
- Completes all audits in the required timeframe and provides timely and usable feedback to relevant stakeholders to drive
- improved performance.
- Proactively identifies areas of content policies/operational guidelines requiring training and coordinates findings
- with training partners to bridge knowledge gaps.
- Collaborates with relevant Operations team(s) and Quality Manager(s) for performance enhancement of personnel not meeting effectiveness metrics.
- Becomes and remains knowledgeable about client products and community standards and serves as the expert to ensure awareness and understanding of Content Policy and Operational Guidelines and reinforces associated changes to operations teams.
- Makes well balanced decisions related to effectiveness metrics and is driven to be an effective advocate for our community by reinforcing processes and policy changes to operations teams.
- Mentors new teammates on the use of audit tools and systems
- Develops process documentation and aggregate feedback about the functionality of audit tools.
- Identifies, aggregates, prioritizes and reports on inefficiencies and error trends in processes/systems/tools/policies through
- root cause analysis, and suggests solutions through action plans.
- Recognizes trends and patterns and escalates issues regarding client policy to the global team for mitigation.
- Uses market specific knowledge, signals and insights to spot and scope scalable solutions to improve the support of our
- community of users.
- Works closely with Quality Leaders to develop and support the planning and design of improvement initiatives.
- Coach and mentor new hire ‘Agents’ during nesting phase on the floor
- Provides Real Time support by resolving inquiries coaching & mentoring with high quality, speed, empathy and accuracy to tenured Agents post onboarding phase. This includes but is
- not limited to: side-by-side coaching, Team Huddles, & RCA coaching.
- Assists in the implementation and follow-through of corrective & preventive action plans for performance improvement focused
- on accuracy while balancing efficiency.
- Display a strong bias to doing what’s right for our community in supporting client's mission.
- Investigates and resolves issues that are reported on client sites such as requests for account support and reports of potentially abusive content.
- Enforces client's Terms of Use by carefully monitoring reports of abuse on the site.
- Reviews production jobs in the agreed turnaround times and standards of quality.
Job Requirements:
- Passion for providing 1:1 support to people with accuracy and empathy.
- Strong interpersonal skills, verbal and written communication skills and most importantly empathy
- 2+ years' experience in a quality control environment
- Written and verbal language proficiency in English and at least one local language supported at the site.
- Strong practical experience with Excel (PivotTable, Charts, Statistical functions) is essential.
- Experience with Tableau/Power BI or other similar tools is a plus.
- Exceptional attention to detail and nuance
- Demonstrated ability to perform well in a highly dynamic, rapidly changing environment.
- Strong critical thinking and problem-solving skills
- Ability to multitask and work independently in an unstructured environment.
- High affinity and cultural awareness of political/social situation regarding the relevant market/region that will be supported by each ‘Agent’ – which is critical to be aware of the cultural/regional differences for nuanced policy decisions to be applied in accordance with client’s abuse standard policies and training materials.
- 1 year plus experience on the applicable client account.
Physical Demands & Work Environment:
- While performing the duties of this job the employee requires mobility, the ability to distinguish letters, numbers and symbols as well as hand/eye coordination. The employee regularly sits for long periods of time. The employee is occasionally required to stand, walk, and reach with hands and arms. The employee regularly uses office equipment. Employee will regularly use a computer for extended periods of time. The employee must
- occasionally lift and/or move up to 10 pounds.
- The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- All of the above job duties may be changed/modified/deleted at any time by the Company; any other job duties may be assigned as needed.
Standard General Security Roles and Responsibilities
- Understand and adhere to policies, guidelines and procedures pertaining to ethics and compliance, and to the protection of Information Assets, integrity of customer transactions, proper and ethical utilization of access privileges and resources provided to perform the role. Fully comply with all provisions of the Company Code of Conduct, Acceptable Use Policy and Confidentiality Agreement.
- Protect company assets, systems, proprietary and confidential information in accordance with Majorel Confidentiality policy and Corporate Information Security Policies and Procedures.
- Proactively report actual or suspected ethics and compliance violations,vulnerabilities, security incidents and breaches in the confidentiality,integrity or availability of Information assets as per the Company’s Incident Reporting Process.
- Process personal data, client data and employer business specific data in accordance with customer contracts, company guidelines and federal and state requirements.
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