The Quality Assurance Manager drives the quality managements aspects across the Contact Center for all end users of Grabpassenger and driver applications.
Get to know the Role:
The Quality Manager is responsible for the cross-functional coordination of all quality assurance and customer experience improvement initiatives for both our in-house teams as well our outsourced resources.
The Quality Manager shall be accountable for the development of Quality Analysts as well as the day-to-day management of quality monitoring and improvement initiatives for both our in-house teams as well our outsourced resources.
The Quality Manager shall support Operations leadership by communicating performance opportunities, supplying status & performance reporting, and addressing quality issues with action plans created jointly with the operations team for both our in-house teams as well our outsourced resources.
The Quality Manager is responsible to ensure quality performance metrics are aligned with expectations as detailed in the Statement of Work (SOW) and quality goals are met for both our in-house teams as well our outsourced resources.
The Quality Manage would be responsible for driving quality performance across our outsourced partners (BPOs).
The day-to-day activities:
Primary champion and executor of quality and service excellence in addition to business process improvements that enhance customer experience.
Implement, oversee and maintain the quality management platform.
Base quality control programs on department goals and metrics from quality monitoring data, training data and customer satisfaction surveys.
Drive changes to increase customer satisfaction, efficiency, and increase agent success rates.
Understands business goals, identify performance gaps, and recommend solutions.
Make independent operational decisions as necessary to align with department objectives.
Provide leadership and structure to a high performing Quality team to accomplish service quality objectives.
Maintain high service quality by collaborating with the Operations business owners to assess performance data and develop action plans to address findings and issues identified.
Enhance the department & effectiveness, efficiency and reputation by exploring opportunities to add value to processes.
Execute programs and demonstrate leadership that enhances employee job satisfaction, support employee retention, productivity, profitability, and customer satisfaction.
Address performance management issues as they are identified and administer performance reviews.
Provide data to Training Teams to close the loop on Total Quality management.
The must haves:
Degree in relevant discipline
COPC Certified, CIAC, Six Sigma or other industry relevant certifications
5+ years recent experience managing direct reports with staff and proven coaching skills to develop the team, preferably in a contact center environment
Working knowledge of quality monitoring and developing quality assurance initiatives
Understanding of best practices relevant to creating a positive and customer centric work environment within a contact center
Ability to multi-task several work deliveries; set priorities and meet deadlines with little supervision; desire to take ownership of assigned work, take initiative and drive to results.
Strong analytical, design and development skills
(SG/MY Market) A good communicator with excellent spoken and written English skills
A good communicator versatile in both English
Experience in managing outsourced resources (BPOs) is an advantage
