Senior Quality Assurance Manager

Quality Assurance Manager

SENIOR QUALITY ASSURANCE MANAGER

The successful candidate will supervise the Quality Assurance program across multiple processes and locations. Must be able to with management and make recommendations based on observable trends. This position will also collaborate closely with the Training Team to identify training needs based on QA observations. The manager will supervise a team of Quality Assurance Analysts to successfully meet departmental and company goals and objectives.   

Key responsibilities:

• Provides daily, weekly and monthly trends and reports to operations
• Produces and analyses reports for trends, patterns, and root causes of issues
• Uses data to interpret trends and make recommendations to the business
• Provides input on the design of quality monitoring formats and standards
• Trains quality compliance standards to new hires
• Motivates and inspires team members, maintains healthy group dynamics, facilitates problem solving and collaboration, and helps drive appropriate workplace behaviours
• Ensures key service metrics and other goals are met
• Manages team productivity, work assignments, schedules
• Conducts routine QA calibration sessions with quality team and call centre management
• Collaborate with call centre department managers to ensure process improvement
• Drives the quality culture across the organization through employee engagement activities
• Deliver significant operational improvement and financial benefit
• Act as change agent to instill continual improvement culture throughout the organization
• AQM/or Quality lead from a development ad reporting standpoint for all programs 

    Qualifications and Experience:

 Bachelor’s degree in management or related field

• Minimum 5 years quality management experience in the contact centre environment,  managing the Quality Assurance function for multiple processes  including an international process with minimum 150 agents
• Green belt in Six Sigma would be an asset
• Experience developing a culture of high standards, cohesive teamwork, and customer focus
• Experience with managing work flow, processes, and schedules to accomplish goals 

   Essential Knowledge, skills

• Effective oral & written communication skills, excellent interpersonal skills
• Proactive, innovative, able to develop new concepts and to deliver creative solutions.
• Excellent organizational skills
• Able to create documents, metrics and reports using Microsoft Word, Excel, PowerPoint