Post by Enter Nations on May 24, 2018 14:18:49 GMT
Duties and responsibilities
Defines the standards, methods, and procedures for evaluating the accuracy, and reliability of procedures which can include standard procedures (e.g., ISO certifications), quality audits/review and methods
Assists the business leaders in gathering and analyzing data on business performance
Identify gaps in delivery of quality metrics, identifying opportunities for improvement and implementing these plans within the team.
Support of quality system data analysis and metrics for KPIs and other reportable forums
Responsible for identifying and resolving potential work quality issues to resolve customer satisfaction issues
Ensures adherence to quality assurance guidelines to ensure 100% customer/client satisfaction
Responsible for monitoring and reporting to the management team any performance issues
Review recorded and active calls of team members to identify areas in need of improvement and provide coaching to improve quality
Review team communications with customers to identify areas in need of improvement and provide coaching to improve quality
Review client feedback to identify areas in need of improvement and provide coaching to improve quality
Identify and document best of breed practices to ensure uniform delivery of service excellence across teams
ISO Certification Experience Preferred
Skills and Competencies
Strong relationship management– A collaborative nature and act as an advisor to support business continuous improvement
Clear communicator– Clear, concise and persuasive communication style adapted for multiple audiences, plus demonstrate effective writing, presentation skills, and proactive listening skills
Effective business management- An ability to undertake root cause analysis. You will be a logical thinker and use relevant data to find trends, problem characteristics and solve
APPLY ON COMPANY WEBSITE
Defines the standards, methods, and procedures for evaluating the accuracy, and reliability of procedures which can include standard procedures (e.g., ISO certifications), quality audits/review and methods
Assists the business leaders in gathering and analyzing data on business performance
Identify gaps in delivery of quality metrics, identifying opportunities for improvement and implementing these plans within the team.
Support of quality system data analysis and metrics for KPIs and other reportable forums
Responsible for identifying and resolving potential work quality issues to resolve customer satisfaction issues
Ensures adherence to quality assurance guidelines to ensure 100% customer/client satisfaction
Responsible for monitoring and reporting to the management team any performance issues
Review recorded and active calls of team members to identify areas in need of improvement and provide coaching to improve quality
Review team communications with customers to identify areas in need of improvement and provide coaching to improve quality
Review client feedback to identify areas in need of improvement and provide coaching to improve quality
Identify and document best of breed practices to ensure uniform delivery of service excellence across teams
ISO Certification Experience Preferred
Skills and Competencies
Strong relationship management– A collaborative nature and act as an advisor to support business continuous improvement
Clear communicator– Clear, concise and persuasive communication style adapted for multiple audiences, plus demonstrate effective writing, presentation skills, and proactive listening skills
Effective business management- An ability to undertake root cause analysis. You will be a logical thinker and use relevant data to find trends, problem characteristics and solve
APPLY ON COMPANY WEBSITE
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