Job Details
Experience Needed:
Career Level:
Education Level:
Salary:
Job Categories:
Skills And Tools:
Job Description
Middle East Customer Service is looking for a Quality Manager to own the ME CS performance analytics and improvement strategy on the fourth pillar of the CS Customer Effort Elimination System (CEES);
- Defect Elimination
- Automation
- Self Service
- Support from a Human Associate
- Reporting directly into the ME CS General Manager, the successful candidate will;
- Create mechanisms to deep dive into all available data to understand the quality of service delivered by ME CS.
- Leads and supports process improvement projects at the network level that may have a global impact
- Own the improvement of all CS processes that impact the quality of service our associates deliver to customers. This will be done through reporting, Operational engagement, and ownership of improvement initiatives.
- Create robust mechanisms to work in harmony with the Content, Program, Training, and Defect Reduction work streams to ensure the loop is closed on all changes impacting the fourth pillar, and allocation and prioritisation of work is streamlined across overlapping functions.
- Support/ consult with related teams to ensure new policies/processes are successfully scoped and rolled out with measurable results against key metrics.
- Manage and develop a team of L3/L4 QA Specialists and Analysts and be responsible for their coaching, training, deployment, development and productivity.
- Work autonomously to set the direction for the ME CS Quality team, and use influencing and communication skills to drive your strategy through CS Operations.
- Build process compliance reports at the site level across all communication mediums of Customer Service contacts and conduct compliance audits.
- Write and present narrative reports to senior LT summarizing trend analysis and findings along with recommendations.
- Conduct Weekly and Quarterly Business Review with operations stakeholders to apprise the latest on skill’s performance and come up with action plans to improve the network’s overall quality and efficiency.
- Work with WW CS Global Quality teams where required to understand, influence and implement WW CS strategy changes in ME CS.
- Identify and remove the waste in CS processes to drive efficiency at a site and network level.
- Provide clear insight into performance drivers and targeted actionable levers to improve performance.
- Conduct root cause analysis, define and implement corrective actions.
- Performs quantitative analysis of key process indicators to identify opportunities for process improvement.
The QA team workload may be divided as follows;
- Monitor customer contacts and analyze quality metrics. (30%).
- Create Quality dashboard and reports that identify trends and root cause. (20%).
- Communicate with Ops Managers, SVs, and LDs in order to discuss improvement plan on quality issues. (30%).
- Manage, lead, and coach QA team members. (20%)
Job Requirements
Basic Qualifications
- Successful track record leading quality improvement activities, preferably in a CS environment
- Mastery of SQL, SharePoint, Excel, Power Point, Word and a statistical package (e.g. JMP or Minitab)
- Negotiation and influencing skills; able to listen to and persuade others using data and sound logic.
- Goal driven, able to step back and look at the bigger picture.
- Ability to deep dive/analyze data and draw conclusions leading to improvement initiative recommendations and long term Quality strategy.
- Demonstrable proficiency of Microsoft Office including Excel, Micro strategy and SQL.
- Excellent written and oral communication skills including an ability to communicate with all levels in the organization (technical, business, executive).
- Program Management experience.
- Willingness to work close to the operations teams and engage CS managers and associates to succeed in the implementation of changes.
PREFERRED QUALIFICATIONS
- Preferred Qualifications
- Experience of Lean and/or 6 sigma methodologies.
