Requirements: What We Look For In You

📍Develop and implement quality assurance strategies, policies, and procedures for the contact centre to ensure consistent and excellent customer service delivery. 📍Design and implement quality monitoring programs to assess agent performance and adherence to service standards. 📍Conduct regular evaluations of customer interactions (chat sessions, emails, social media, tickets) to assess agent performance, identify areas for improvement, and provide feedback and coaching. 📍Analyze quality monitoring data to identify trends, patterns, and areas of improvement, and provide recommendations for training and process enhancements. 📍Collaborate with operation leads and trainers to develop and deliver training programs to address performance gaps and improve agent skills. 📍Establish key performance indicators (KPIs) and quality metrics to measure and track operation teams' performance, ensuring targets are met or exceeded. 📍Conduct root cause analysis of quality issues and customer complaints to identify systemic problems and develop action plans for improvement. 📍Collaborate with contact centre leadership to develop and implement quality improvement initiatives, standard operating procedures, and best practices. 📍Ensure compliance with regulatory requirements and industry standards related to customer service and data privacy. 📍Stay updated with industry trends, emerging technologies, and customer service best practices to continuously improve contact centre quality assurance processes.

Key Responsibilities: What You’ll be Doing

📍Minimum 3 years experience in Quality Assurance management field with a proven track record of designing and implementing effective quality monitoring programs 📍Strong leadership skills with the ability to manage a team of quality assurance analysts and drive change 📍Strong knowledge of contact centre operations, customer service principles, and quality assurance methodologies. 📍Familiarity with contact centre technologies, including customer relationship management (CRM) systems, call recording software, and quality monitoring tools. 📍Excellent analytical and problem-solving skills, with the ability to analyze data, identify trends, and make data-driven decisions. 📍Strong coaching and feedback skills, with the ability to provide constructive feedback and develop action plans for performance improvement. 📍Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and stakeholders. 📍Knowledge of contact centre KPIs and performance metrics, and the ability to develop and track metrics to assess performance. 📍Familiarity with regulatory requirements and compliance standards related to customer service, such as the General Data Protection Regulation (GDPR) and Customer Operations Performance Centre (COPC) standards 📍Comfortable working in a fast-paced, dynamic environment with changing priorities.