Quality Assurance Manager at Webhelp

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Webhelp creates game-changing customer journeys. As your global CX BPO partner, we design, deliver, and optimize unforgettable human experiences for today’s digital world.

 

 

Job Description

  • The role of the Quality Manager will be to deploy an effective strategy that will deliver industry-leading customer experience results and continuous improvement.
  • The role works with partner stakeholders to ensure that day to day expectations and requirements are met with all deliverables executed on time and to a high standard. As a Quality Manager, you will be responsible for the output of a team of Calibrators and Coaches, laterally through a Coaching Specialist who will be a direct report to the Quality Manager.

As a Quality Manager in our team, you will:

  • Manages the implementation of necessary Quality Frameworks and Structures for all customer contacts across multiple locations and work streams
  • Allocates resource appropriate to time and skill set for Deep Dive investigations and actionable insight around specific performance areas
  • Responsible for reaching quality goals: both monthly targets and the network’s level performance.
  • Point of contact for any update or request on quality
  • Responsible of the quality analyst team, taking in charge their growth path, ensuring they are working in the most efficient way in terms of priority, tasks, scheduling, and approach.
  • Implement continuous improvement techniques
  • Evaluate the quality and compliance with customer relations standards
  • Works with Operations to deliver a high level of Customer Excellence, through multi-channel contacts, measured by CSAT surveys
  • Is committed to continuous improvement and leading by example whilst adopting a consistent approach as outlined in the company Quality Operating Manual

Whom we’d like to have on our team

  • We’d like to meet people from all backgrounds, with a penchant for knowledge and curiosity. Your natural talent to support and guide your teammates will fit right in with what we do at Webhelp.

We’ll be a great match if you:

  • Demonstrate a strategic vision and strong experience in how to improve quality practices
  • Are passionate about People, Service, and Performance
  • Have a minimum of 2 – 5 years’ experience in a similar role (Quality or Training Management, Senior Team Lead)
  • Pride yourself on your interpersonal skills as well as strong stakeholder management
  • Exhibit emotional Intelligence, active listening and reliability
  • Have sound business acumen and consumer mindset
  • Ability to manage and guide a team of people effectively, setting goals and objectives
  • Analytical approach and capability to use number to take decisions
  • Share our values of commitment, unity, integrity, recognition, and WOW

 

How To Apply For The Job | Quality Assurance Manager at Webhelp

To submit your application, click on the link below and complete all relevant fields on the online application form.

Click Here To Apply Online

CLOSING DATE: 15th Oct, 2022.