Quality Manager, Call Center

Updated: April 10, 2024 05:37 AM GMT

Qualfon Guyana

Georgetown

Main Objectives and Functions:

1. Achieve center performance target on Quality metric
• In-charge of the center’s overall performance on Quality metric
• Responsible of designing QA strategy along with SOM/OM and Account Managers (remedial plan)
• Defines standards and establish clearly defined quality methods for staff to apply
• Conducts Root Cause Analysis meetings with the Management Team
• Ascertains that the QA Team follows set procedures in a consistent manner
• Ensures deployment of new programs and procedures
• Works with Training and Recruitment Heads to assess and address quality of new hires
• Identifies relevant quality-related training needs
• Validates effectiveness of feedback and coaching on Quality metric
• Recommends to operation heads corrective action required for unacceptable offenses affecting performance
• Creates the site QA strategy and action plan for all skills and groups

2. Support for Operations
• Ensures enough QA Staff cover support for Operations... More Detail