Quality Manager

Company Description

Call Center position open!

Our client brings new value and peace of mind to many of the world’s largest wireless carriers, system integrators!

Responsibilities

* Collaborate with Operations Management and Supervisors
* To create standard operating procedures and processes plans, proactively address employee problem areas within the call centers
* To recommend process improvements and ensure consistent service quality standards
* To develop, maintain and facilitate continuous process improvement of tracking tools / reports
* Lead in hiring processes, practices and training of new Quality Analysts
* Provide direction to the team’s daily activities around quality management processes, monitoring practices and quality personnel
* Assist Supervisor in supporting Quality Analysts to ensure monitoring/reporting accuracy, and consistency in scoring practices
* Conduct audits of Quality Analyst performance (i.e.: KPIs, scorecards, etc) to drive improvement in system, process, and people performance
* Lead efforts in gathering data related to KPIs to support Quality Analysts performance reviews
* Delegate administration of Quality Management tool
* Establish processes and facilitate (as required) calibrations and client monitoring sessions, and communicate results and outstanding issues.
* Interface closely with other Operations personnel to successfully complete projects and all other duties as assigned

Requirements

* Five years experience in professional Quality Leadership role
* Process and standard workflow oriented thinking
* Strong organizational, verbal, internal and external presentation skills, and written skills
* Understanding of effective human communication, interactions, dynamics and behavior based coaching
* Strong time-management skills, problem-solving skills, analytical skills, process design skills, and project management
* Demonstrated productivity in a team environment, and to excel at Customer Satisfaction
* Highly developed sense of integrity and commitment to operational excellence
* Must possess excellent computer skill-sets with the ability to create and generate multiple QA reports, proposal improvements, and presentations. A strong knowledge of MS-Office products such as Excel, Access, PowerPoint, and Word is highly desirable
*Must have 2 years experience in a Customer Service department that uses IVR, ACD and/or other call center systems

Additional Notes

* Reason for opening: New Position to Build up the Organizational Strength

* Desired Attributes:
- Understanding of effective human communication, interactions, dynamics and behavior based coaching
- Strong organizational, verbal, internal and external presentation skills, and written skills

* Remuneration: 8 to 12 Million Yen

* Benefits: Social Insurance, Commutation Allowance
* Holidays: Paid Holidays