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Full Time Remote during COVID-19
Krakow, Poland
14 days ago
As a Quality Manager you will be responsible to ensure audits coverage. Ensure implementation of quality initiatives and adherence to identified quality standards with a view to improve the delivery capabilities. Responsibilities: • Ensuring Daily/Weekly/Monthly audits coverage followed by coaching and feedback • Ensuring Daily Analysis are completed followed by coaching and feedback • Effective Utilizations of QAs • Publishing dashboard and trend of audit/analysis-weekly/monthly • Tracking progress of agents and QAs • Working on Process Level Improvement • Internal and Client level calibration • Managing escalation and deescalating • Driving performance, trend and improvement of bottom parameters and bottom performers • Compliance Audits • Tracking and reporting CAPS • Team sessions on common findings and timelines to improve the same • Collaborating with stakeholders and agreeing on actions to bring improvement • Managing New Hire and refresher trainings • Managing Mock assessment of new hire training batches • Responsible for training quality and throughput Requirements: • Process Knowledge • Communication and facilitation skills – verbal & written • MS Office knowledge • Presentation skills • Interpersonal Skills • Data Analytics • Fluent in English (min C1), any other European language nice to have Experience: • Strong process knowledge of SD with minimum 2 years of experience • Minimum 14 years’ experience and majority of it should be in Transactional Quality and training • Green Belt Certified • ITIL certified We offer: • Life insurance • Private healthcare • MultiSport Card • Clear career path in a growing multinational organization