We are seeking a highly skilled and experienced Quality Management Specialist to oversee and ensure the delivery of exceptional service to our clients. The successful candidate will be responsible for developing and maintaining quality standards, implementing service improvement initiatives, and providing leadership to service teams. The Quality Management Specialist will work closely with various departments to identify areas for improvement and implement effective strategies to enhance client satisfaction.
Career exposure into government organization!
Yearly renewable contract!
Monday - Friday, Central location
Salary up to $6,500
Responsibilities:
- Drive customer experience through execution efficiency and behavioral changes across customer experience team
- Train, encourage and guide the team to achieve the expected behavioral and efficiency standards to create a culture of service excellence.
- Work closely with inbound/ outbound Project Experience Managers to develop quality service operational SOPs and processes.
- Ensure that team KPIs and service levels are met consistently.
- Drive and manage customer experience center initiatives including call audits.
- Able to strategize and execute call centre operations.
- Effectively implement service deliverables within the call centre
- Evaluate and improve current SOPs while setting up new deliverables and SOPs within the operational guidelines.
- Identify and highlight gaps in service deliverables for continuous improvement.
- Provide recommendations on ways to improve productivity and customer satisfaction to achieve highest level of service excellence.
- Plan and implement learning and development programs in co-ordination with the Training team.
- Introduce, implement and monitor processes to manage change, encourage team spirit and foster communication between various business units within the call centre (cultural integration)
- Any other adhoc duties
Requirements:
- Bachelor's degree in business administration, service management, or a related field.
- Proven work experience as a Quality Service Manager or similar role.
- Strong knowledge of service management principles and best practices.
- Excellent analytical and problem-solving skills with a keen attention to detail.
- Strong leadership and interpersonal skills to effectively manage and motivate service teams.
- Exceptional communication skills, both verbal and written, with the ability to communicate complex ideas clearly.
- Proven ability to develop and implement quality standards and methodologies.
- Proficient in using service management software and tools.
- Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.
- Experience in the service industry, preferably in a managerial or leadership role.
Interested candidate please click "APPLY"to begin your job search journey and submit your CV directly through the official PERSOLKELLY job application platform - GO Mobile.
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