Quality Assurance Manager at Webhelp

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