Quality Assurance Manager

Job description

• Performs daily quality audits of the Assistance Centre operations including monitoring of inbound and / or outbound telephone calls and other correspondence.
• Provides accurate and timely call quality monitoring reports on quality issues and performance measures of Assistance Centres operations.
• Provides feedback to managers regarding areas for improvement and recommends coaching opportunities for individual team members. May also provide feedback and coaching directly to individual team members as required.
• Supports the Account Management Team to clarify and classify Client / Internal Inquiries, reviews inquiry cases, attends to any required internal escalations and /or activations of other AC Quality Teams for reviews, compiles all responses for a final response to the Sales Team, and categorizes and tracks inquiries.
• Performs case quality management reviews and develops action plans for individual team members and the Assistance Centre.
• Liaise with Operations Managers and the Learning and Development team to ensure team members training plans are developed and delivered appropriately.
• Coordinate and facilitate monthly call calibration sessions with the appropriate stakeholders in the Assistance Centre.
• Manage customer and client satisfaction through the Customer Feedback System including logging, monitoring and managing the service delivery.
• Prepares monthly quality reports according to department guidelines.
• Coordinate and facilitate monthly Quality, Learning & Development performance review with the Assistance Centre management team.
• Monitor Voice of our Subscribers (VOOS) surveys and NPS including developing and maintaining a team reward and recognition programme.
• Recommend policy and procedure changes or quality audit plan updates based on monitoring quality trends.
• Use benchmarking and other appropriate tools and techniques to evaluate performance and improvement priorities.
• Champion, support or lead quality improvement initiatives
• Monitor the internal and external audit schedules and standards to ensure compliance with the quality audit plan.
• May answer incoming customer calls and / or email and chats as needed
• Assist with special projects and other duties as assigned.

Required Skills and Knowledge

• Hands-on with a strong sense of urgency, and willing to “roll sleeves up.”
• Quality / business process improvement; knowledge and experience of specific assurance and improvement tools and techniques relevant to the product / service delivery, and how to deploy these tools and techniques successfully.
• Statistical and analysis skills.
• Demonstrated ability to handle multiple tasks and apply sound judgment during demanding situations.
• Demonstrated ability to build strong customer relationships and deliver customer-centric solutions
• Ability to communicate verbally and in writing with clarity, brevity and accuracy
• Experience of delivering services in a contact center environment desirable
• Knowledge of NPS methodology advantageous.
• Knowledge of internal International SOS call and case quality standards advantageous
• Proven proficiency in the following Microsoft Office products: Word, Excel, Outlook, and PowerPoint. Literacy with Visio, MS Project is desirable.

Required Competencies

• Customer Focus - Is dedicated to meeting the expectations and requirements of internal and external customers; gets first hand customer information and uses it for improvement
• Planning - Advocates the principle of planning for quality to prevent potential problems with product and service quality. Accurately scopes out length and difficulty of tasks and projects; sets objectives and goals; breaks down work into process steps; develops schedules and tasks/people assignments; anticipates and adjusts for problems and roadblocks; measures performance against goals; evaluates results
• Action oriented - Takes responsibility for actions, projects and people; Takes initiative, acts with confidence and works under own direction; Initiates and generates activity
• Attention to detail - Follows estMSASished procedure, develops systems to check accuracy such as checklists, and uses quality assurance techniques
• Fact-based thinker - Promotes a culture of decision-making based on factual evidence and the measurement of performance. Analyses data and all other sources of information, to break them into component parts, patterns and relationships; probes for further information or greater understanding of a problem; makes rational judgements from the availMSASe information and analysis.
• Systems-thinker - Looks across business functions and hierarchies to promote a holistic view of the organisation and its requirements; demonstrates an understanding of how one issue may be a part of a much larger system
• Motivator and collaborator - Motivates and empowers others to take accountability for achieving and improving standards of performance. Works collaboratively with all stakeholders to resolve issues associated with organisation performance, and delivery of quality services.

Required Work Experience

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• Minimum of 2 years’ experience in managing service quality within a customer centric service led environment. Corporate call centre experience desirable. (External Hire)
• Experience with process control checks and inspections required e.g. call and case reviews
• Coaching experience desirable.

Required Qualifications

• Bachelor’s degree or relevant work experience
• Relevant Assessors accreditation desirable
• Clinical experience e.g. nursing, occupational health or paramedical expertise would be advantageous.