Head Of Quality, Training, Development & Implementation – Contact Center Operations

Head Of Quality, Training, Development & Implementation – Contact Center Operations

Responsibilities:

Quality assurance:
• Drive quality process implementation and necessary change management
• Initiate quality process improvements by understanding customer needs and requirements
• Set the strategic objective for Cloudagents quality program and make sure the targets are achieved and deliverables are executed
• Establish the QA team whose members will monitor the quality of service delivery by listening into calls (via VCC) both live and recorded
• Define and monitor quality standards re e-mail and phone client communication
• Ensure full alignment with all projects relating quality requirements
• Oversee all procedures to identify deviation from quality standards and suggest action plans for underperforming agents
• Provide feedback to team operations’ team members on developmental areas re quality standards
• Manage and improve quality reporting processes

Training:
• Drive training process implementation and necessary change management
• Initiate know-how process improvements by understanding customer needs and requirements
• Set the the strategic objective for Cloudagents development program and make sure the trainings are delivered and staff are constantly developed
• Have full understanding on the projects’ product/systems/processes/global standards know-how (available in English)
• Collect, manage and ’systemize’ the know-how in cooperation with technical and operation teams
• Develop required project training materials and transfer the know-how to relevant team members
• Support Defining the agent assessment/KPI systems in cooperation with the Project Leaders/Line Managers
• Detect & propose training needs based on identified errors (including defining the causes of errors) and translate it into action plans for development
• Conduct feedback sessions in cooperation with the Project Leaders/Line Managers on findings and work in cooperation with HR team to define training needs
• Follow up and drive the completion of CloudAgents Academy program and take part in its development in cooperation with HR team

Continuous Service Development/Improvement:
• Create and own Cloudagents’ development program that should ensure a constant service improvement
• Drive development process for staff as well as services and necessary change management
• Monitor, measure and improve the level of service by working closely with Service Delivery team
• Initiate process improvements by understanding customer needs and requirements and creating Continual Service Improvements Registry
Service Implementation/Transition:
• Manage full service transition and Due Diligence
• Take ownership of implementing new services/businesses
• Act as a project sponsor throughout the lifecycle of the a projects
• Create and constantly develop the lessons learned document
• Assist Service Delivery in ensuring a smooth launch of projects
• Change Management

Requirements:
• Colleague or University degree in relevant field(s)
• Fluency in English
• Excellent written and spoken communication skills
• Demonstrated experience (5+ years) in a Quality/Process/Training/Implementation management function(s) in a contact center environment, including solid experience of quality process improvements & implementation
• In depth understanding of quality control procedures of contact center industry
• Project & Change Management skills: ability to manage multiple, complex, on-going tasks and related escalations & changes in a timely manner
• Proficiency in Microsoft Office Suite and Online applications; technology acumen
• Great analytical and problem solving skills
• Great people management and leadership skills with coaching mindset

Location:
• Debrecen

Ideal profile:
• Dynamic nature, passionate about growth & innovation
• Thrive under pressure
• Values team collaboration but responsible to work alone on his/her project
• Understanding of business drivers; entrepreneurial by nature with a strong sense of ownership

If you are interested in this role please apply with your English CV and an indication of the expected salary:
karrier@smart-jobs.hu