TEMPE | Quality Manager

TEMPE | Quality ManagerTempe, AZ, USAReq #5075Sunday, July 2, 2023Training/Quality - Quality ManagerCompany Summary:We design, build and deliver end-to-end CX for many of the world’s most respected digital-born and vertical leading brands. Our comprehensive east-to-west global footprint in 31 countries across five continents, with 63,000+ people and 60 languages, means we can deliver flexible solutions that harness our unique expertise in cultural nuance – essential for true excellence in CX. We have deep domain expertise in tech-augmented front-to-back-office CX. Plus Digital Consumer Engagement, CX Consulting, and an innovative suite of Proprietary Digital Solutions for industry verticals. We are a Global Leader in Content Services, Trust & Safety. The real ‘Majorel difference’ lies in our culture of entrepreneurship. We are relentless, resourceful, resilient and agile – all pulling together as One Team. It’s the only way to deliver the total reliability and digital transformation necessary in our constantly changing world.Position Summary:The Quality Manager oversees the Contact Center Quality program and provides direct support for Transaction Monitoring requirements, or Sales Verification or other requirements for a program or a vertical account either within a site and/or across multiple locations or region. This incumbent will supervise all personnel assigned to the quality program. This individual is responsible for the accuracy of evaluations, analysis and overall performance of Transaction Monitoring (Quality Coach) Team. Additionally this incumbent is responsible for their staff and program development. The quality manager is responsible for the proactive identification of account level performance related opportunities by KPI up to and including but not limited to customer experience (CSAT) drivers, sales conversion influencers, customer satisfaction levers, agent learning opportunities, knowledge management improvement areas by client program. The Quality Manager works closely with the Operations team in support of clients and programs. This position has direct client interface and is responsible for the overall quality program.Overall Responsibilities :

Maintain and monitor accurate performance trends for each direct report as overall team level performance.

Manage resources across the assigned vertical/portfolio (i.e. personnel schedules, technology by account needs).

Evaluate and manage levels of staff effectiveness by partnering with operations to create improvement action plans.

Identify and develop programs for overall quality improvement

Ensure facilitation and coordination of calibration process and sessions (both internal/external)

Develop and maintain strong working relationships with internal operations personnel and clients.

Establish rapport and effective working relationships with client services and vertical/portfolio business owners in order to understand specific needs for their accounts.

Oversee and administer audits of key support processes within each account.

Conduct periodic audit of staff and departmental processes and recommends change.

Ensure consistent application of the quality process/system.

Attend and/Facilitate Client Calibration or monitoring sessions.

Facilitate Quality training and/or initiatives as needed

Deliver client-facing presentations related to contact center quality

Responsible for day-to-day oversight and functional supervision of the program, including work assignment, performance and attendance oversight; administers Transaction Monitoring team coaching and development and all associated performance management responsibilities, drives input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization’s policies and applicable legal requirements.

Identifies and develops continuous improvement opportunities applicable to account, workgroup and department. Utilize common process methodology for process improvement.

Job Requirements:

Proven ability to manage people, processes, and technology.

Strategic thinker and strong analytical skills.

Excellent understanding and QA principles.

Client Relationship exposure.

Experience with developing a QA team/program in a call center environment.

Superior written and verbal communication skills and presentation skills.

Excellent leadership and developmental skills

Demonstrated success managing new initiatives while meeting operating and budgetary requirements.

Strong knowledge of call center software, technology and key indicators.

High internal customer focused orientation

Excellent Time Management

Planning / organizing / prioritizing skills

Minimum 2-years of direct supervisory experience within an inbound/outbound contact/call center, required.

Must have proficiency with various classic software applications programs including Microsoft Word, MS Excel, MS PowerPoint, MS Outlook

Call Center Operations experience

Strong working knowledge of Transaction Monitoring systems, preferably Nice, Witness, Verint, etc.

Highly analytical

Strong Presentation Skills

Team-oriented

Ability to manage and develop a team across multiple sites, virtual team experience

Self-motivated

Performance-oriented

Excellent oral and written communication skills, in English

Ability to build rapport and work effectively with all levels of management and clients.

Ability to Travel

Education/Experience:

Top Tier Quality Experience

Program Level Experience required

College experience or related work experience.

3-5 Years of relevant supervisory experience

Must have strong background and knowledge in Quality assurance areas.

Strong Business Process Improvement knowledge and/or Training Preferred.

COPC, APAQ, Transaction Monitoring, Six Sigma background/experience preferred.

Completed course in Transaction Monitoring/Call Center Quality Program, preferred

Physical Demands & Work Environment:While performing the duties of this job the employee requires mobility, the ability to distinguish letters, numbers and symbols as well as hand/eye coordination. The employee regularly sits for long periods of time. The employee is occasionally required to stand, walk, and reach with hands and arms. The employee regularly uses office equipment. Employee will regularly use a computer for extended periods of time. The employee must occasionally lift and/or move up to 10 pounds.The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.All of the above job duties may be changed/modified/deleted at any time by the Company; any other job duties may be assigned as needed.Standard General Security Roles and Responsibilities

Understand and adhere to policies, guidelines and procedures pertaining to ethics and compliance, and to the protection of Information Assets, integrity of customer transactions, proper and ethical utilization of access privileges and resources provided to perform the role. Fully comply with all provisions of the Company Code of Conduct, Acceptable Use Policy and Confidentiality Agreement.

Protect company assets, systems, proprietary and confidential information in accordance with arvato Confidentiality policy and Corporate Information Security Policies and Procedures.

Proactively report actual or suspected ethics and compliance violations, vulnerabilities, security incidents and breaches in the confidentiality, integrity or availability of Information assets as per the Company’s Incident Reporting Process.

Process personal data, client data and employer business specific data in accordance with customer contracts, company guidelines and federal and state requirements.

Other details

Job Family Training/Quality

Pay Type Salary

Tempe, AZ, USA

We are an affirmative action, equal opportunity employer m/f/d/v