• Service Quality Manager (Contact Centre) Jobs in Singapore - 1015240

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  • 0 - 2 Years
  • Singapore - East
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  • Posted above 1 month
  • Job Views: 12
  • Job Applicants: Less than 10

Job Description

Accountable for implementing a clear overall quality strategy with scalable processes/tools/systems; allowing for resource-efficient monitoring of decision accuracy and surface overall user experience issues, in an effective timely manner, to define appropriate continuous improvement programsManage and mentor a team responsible for diverse workflows, quality channels, and global stakeholdersDrive accountability with team leaders and their teams to meet quality performance goals and ensure program standards are met on a week-over-week basisAssess and prioritize the top quality issues affecting the teams on-site across all decision-making channelsDrive investigation of highly sensitive issues affecting the program, working with teams and leaders acrossproject to understand what happened and whyQuantify business cases and drive cross-functional partnerships to change our systems, processes and policies to achieve better outcomesFind creative workarounds for quality issues where the tools are the root cause and a technical solution is not imminentAs clients’ products and communities change and grow; stay connected with how the support ecosystem is evolving and help head off quality issues before they begin

Requirements

Experience in managing quality control/quality analysis organization or leading cross-functional quality improvement projects and teams3+ years of demonstrated management ability across diverse functions (direct reports, cross functional relationships, 3rd party vendors etc)Proven track record of collaborating with cross-functional groups to produce resultsDemonstrated ability to perform well in a rapidly changing and extremely global teamStrong practical experience with Excel (PivotTable, Charts, Statistical functions) is requiredExcellent communication skillsStrong critical thinking and exceptional problem solving skillsProven track record of breaking down complex process and identifying key pain points in order to deliver business improvements at the regional or global levelPassion for our mission of ensuring a world class support experience for our communityQuality certification (eg Lean Six Sigma, TQM, etc) a plus

Profile Summary

Type:Company Job

Salary:Not Disclosed

Deadline:10th Mar 2020

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