Eastwood | Quality Assurance Supervisor

Quality Supervisor

  PURPOSE OF THE ROLE:

·         This role is responsible for customer satisfaction and quality assurance in accordance with the client and Majorel standards

·         This position should ensure that quality procedures are documented, audited and maintained

PREREQUISITES FOR HIRING:

LANGUAGE SKILLS:

·         Proven superior verbal and written communication skills (including business / professional writing) in English and preferably at least one other language, ability to communicate adequately on all management levels

EDUCATION / EXPERIENCE:

·         Minimum of 1 year of relevant work experience in a quality management related function in Call Centre or similar business

COMPUTER SKILLS:

·         Good knowledge of Office applications (Excel, Word, PowerPoint, OneNote), high IT affinity

OTHERS:

·         Structured and self-reliant way of working

·         Strong organizational, time management and prioritization skills

·         High focus on customer satisfaction

·         Analytical thinking; quick learner; hands-on mentality

RESPONSIBILITIES AND TASKS:

·         Represent Majorel and the client in a professional manner

·         Adhere to local call center processes and ensure workload is accurately captured

·         Plans, directs and supervises the work activities of the quality team members namely the Quality Specialists

·         Meets department budget goals by controlling costs for equipment and personnel by maintaining appropriate ratios for the Solution Coaches

·         Enhance the goal of quality support by providing individual coaching feedback sessions to the direct reports and weekly one on ones that focus on improving customer satisfaction

·         Ensures Quality staff constantly meet the required level of expertise and correctly adhere to quality and training procedures

·         Manages and motivates the team members

·         Accountable for QoS / CSAT related KPIs [aligned with Ops targets]

·         Floor presence and triad coaching requirements

·         Responsible for comprehensive regular QoS / CSAT analysis

·         Evaluates daily key performance indicators and develops improvement needs

·         Continually evaluates reports for CSAT and QM target achievement

·         Flags possible issues and advises on effective approaches to address these

·         Creates a culture of continuous improvement

·         Derives structured improvement actions based on data and process analysis – both for emerging issues and to drive continuous improvement

·         Accountable for deploying the Quality Framework and aligning all quality-related activities within the account supported.

·         Maintenance and regular review and adjustment of transaction monitoring forms and guidelines

·         Maintenance of quality processes documentation for designated LOB

·         Supports implementation of best practices and maintains COPC standards and processes

·         Prepare and represent QoS/CSAT related information in WBR and MBR aligned with Ops Manager and in coordination with TQM

·         Develop weekly ART (Agent Round Table) together with Ops Manager

·         Coordinates with TQM (Training and Quality Manager) and aligns with peers and internal department heads

·         Engage with client to drive resolution for CSAT data integrity issues

·         Maintain and internally communicate improvement action plans (CAN/CAP process)

SKILLS AND KNOWLEDGE:

·         Knowledge of Majorel offer - high-level knowledge all supported (Microsoft / other) LOBs

·         Knowledge of call center processes including utilization tracking – time tracking tool taxonomy, functions, reports, impact on invoice etc.

·         Program and business process knowledge for designated LOB(s)

·         Knowledge of Majorel departments and over-arching processes - e.g. IT ticket, user admin/starter-changer-leaver…

·         Knowledge of contractual requirements and legal requirements and limitations (client contract, labor law for supported locations, Majorel regulations)

·         Knowledge of SOW requirements for CSAT, training and quality monitoring; all KPI targets

·         Quality Specialist scheduling, coaching board

·         Feedback and motivational (leadership) skills

·         HR instruments, Majorel leadership essentials

·         Resource, headcount and budget planning

·         Hiring process TQ roles - AC process and scoring attributes; new coach/trainer training

·         Time management through task lists

·         Performance management system, bonus schemes - local structure and best practice in setting up bonus scheme for TQ roles

·         Coach shadowing and individual calibration, transaction monitoring process compliance dashboard (COPC compliance report), CAT calibration

·         Knowledge of survey process - client source, data flow, filters, questionnaire and rules

·         CSAT upload and enrichment processes (Microsoft Voice or other source + CSDQ upload tool; verbatim categorizer / CAT)

·         Understanding of KPIs – definition, targets and calculation (source, reports)

·         Ability to analyze critical call center metrics; identify drivers and possible impact related to customer and market interactions

·         Excel and statistical software e.g. SigmaXL or Minitab

·         Analytical skills, analysis methods: Pareto, trend charts, correlation

·         Process control, process mapping, process analysis

·         Ability to transfer quality and operational KPIs into team/ individual targets and detailed action plans

·         Solution-oriented thinking

·         Understanding the relative impact, costs and benefits of potential actions

·         Action plan structure – internal and client-facing

·         Basic knowledge of HR processes for CSR-level actions – limitations, bonus and incentive structure

·         Knowledge of survey process and quality framework

·         Standard reports (trend charts, driver charts, …)

·         Transaction monitoring and ongoing CSAT data analysis processes as per Majorel Quality Manual and/or client process (including monitoring attributes; CCE versus dsat drivers; calibration processes)

·         TDB usage and reports; AQM usage and processes

·         Knowledge of monitoring form and business processes - business impact (financial or similar) of agent actions for defining BCE, compliance rules for CoCE, CSAT impact / correlation analysis for CCE

·         Understanding of quality processes, tools and measures to improve individual/team and overall performanceProcess documentation standard, ISMS templates; Visio flow chart creation expertise

·         Knowledge of soft skills training / approach and expertise in customer service

·         Excellent communication and presentation skills internally and externally

·         WBR / MBR structure

·         ART process

·         Assertiveness, negotiation skills

·         CAP/CAN process