Quality Assurance Manager

Overview

The successful Quality Manager will provide management and leadership for a team of Quality Analysts within the UK BFSI (Banking, Financial Services, and Insurance) client. The role will involve working alongside the Operational Teams to understand client based quality requirements, become a subject matter lead for quality, and ensure successful delivery of both client and TP quality management programs. Additional tasks over and above leadership and strategy are, driving continuous improvement, insights to effectively deliver quality against client quality frameworks, ensure best practices governance, and standards are in place whilst mitigating any risk to monthly service credits. You will fully embrace our market-leading Operational Processes & Standards, working within our Best QA guidelines.

Qualifications

• Matric / Equivalent
• Previous experience in creation, implementation and maintenance of Customer Service Quality Management Programs with proven qualitative results
• Lean Six Sigma Yellow Belt (advantageous)

Responsibilities

• Manage the quality and auditing-process and reporting, leading a team of quality specialists.
• Ability to evaluate data identifies issues, recommend, own and drive performance improvement areas for internal and external Customers.
• Own weekly calibration sessions to ensure consistency among quality specialists
• Compile and distribute quality reporting in a standard global format
• Drive requirements for technical quality and auditing solutions, including tools and automated reporting
• Document and publish quality processes
• Act as a key stake-holder in maintenance and update of associate-facing resource material
• Provide clear insight into performance drivers and the levers which impact performance
• Liaise with Operations on coaching and areas for improvement
• Prepare reports and analysis, including relevant analyses versus prior periods and forecasts and associated risk/opportunities.
• Learn and apply new tools, to help expand the scope beyond customer experience and improve product quality.
• Drive improvement initiatives from conception through implementation
• Drive the development of robust quality improvement coaching and training processes to drive continuous improvement.
• Liaise with the Teleperformance Business teams globally to learn and implement best practice and to drive customer and performance improvements.

Skills & Attributes

• The ideal candidate will be comfortable in a fast-paced, multi-tasked, high-energy environment. She or he is a self-starter, capable of working without direct supervision and maintaining high performance in ambiguous situations.
• Proven background of quality related analysis, with ability to draw conclusions and recommend improvement initiatives
• Good project management skills and experience
• Ability to deep dive/analyse customer related data and draw conclusions leading to improvement initiative recommendations
• Superior judgment, diplomacy and tact
• Demonstrated ability to drive process changes and improvements
• Exceptional written and oral communication skills including an ability to communicate with all levels in the organization (technical, business, executive, external partners).
• Goal driven, target orientated, able to step back and look at the bigger picture.
• Experience in writing documentation and standard operating procedures
• Demonstrable proficiency of Microsoft Office including Excel, SharePoint, Word and PowerPoint.
• Professional approach to working with colleagues at all levels – Team Leads, Team Managers, Remote Mentors, Training Team, Support Service Teams and Global CS Teams
• Ability to communicate effectively across a multitude of platforms with team members excellent planning and organizational skills.
• Motivated to work on own initiative.
• Excellent interpersonal and communication skills.
• Proven ability to make and implement decisions.
• Proven ability to influence change at all levels as appropriate.