Job Details
Experience Needed:
Career Level:
Education Level:
Salary:
Job Categories:
Skills And Tools:
Job Description
- Lead the quality team to meet strategic objectives.
- Ensure the site implements and maintains relevant quality principles and standards.
- Plan, develop and execute Internal Audits across the account.
- Highlight any service affecting non-compliance and supports the operational team in resolving them.
- Document corrective actions and conduct follow up audits to ensure compliance.
- Assist in the planning, development and delivery of any projects identified by the Site Director, which are deemed conducive to heightening the quality of the organization.
- Provided technical specialized input to CSC Operational functions and Clients, where required.
- Deliver the periodic reports to the quality manager.
Job Requirements
- Minimum 3-5 years management experience in multinational environment, able to work with strict processes.
- English fluency (C1 Level),
- Organized and able to prioritize for both themselves and their departments.
- A multitasker and able to track record of deliverables against goals.
- Exhibits leadership and mentoring sensibilities.
- Demonstrates a clear understanding and appreciation of Call Center concepts and practices, including: use of systems, call routing, contact channels, types of customer transactions/interactions, workforce management, performance measurements, quality initiatives, coaching and mentoring, career pathing, staff development, diverse learning styles, and the unique demands of frontline staff.
- Superior writing skills related to informational and instructional material, including the ability to present content in a non-paragraph and linear way.
- Applicant must be a high-performing PC user and an expert in Windows Office Suite (specifically PowerPoint, Word, and Excel).
- Excellent communication skills in English Native/near native level, both verbal and written.
- Excellent presentation skills and able to present to colleagues, team, senior management team and clients.
