QA Manager (Quality Assurance Manager) for a Sales Project
Anegino ad no
AA67HT93
Industry
Services
Job Description
TELEPERFORMANCE, worldwide leader in the costumer center services, present in Albania with
two sites in Tirana and one in Durres, is looking for a candidate for the following position:
1 QA Manager (Quality Assurance Manager) for a Sales Project
KEY RESPONSIBILITIES:
Fulfilling a manager position for one of Teleperformance’s clients. Working in a collaborative
and engaging virtual environment, At Home QA Manager will be responsible for the
operational delivery and relationship with the Clients as appropriate for your role. His/her
main responsibility will be to ensure that quality and efficiency targets are achieved, by
creating a highly engaging virtual environment and by using Teleperformance standard
(BEST QA).
At Home QA Manager will be responsible for a team of Quality Analysts for leading, coaching
and supervising the team as they monitor inbound or outbound phone calls working from
home. He/she develops the team to meet and exceed performance and client satisfaction
and any other relevant key operational metrics by providing them guidance, support and
education.
In addition, the Quality Manager will be responsible for preparation of trend analysis to
highlight current and historical performance, opportunities for improvement, product
feedback, and develop plans for improvement. Responsible for the maintenance of an
internal database of all client operating procedures.
Transmit Teleperformance and our client values through leading by example
Support, motivate, evaluate, develop, and coach your team in line with organizational
management processes (Best QA) to continually meet and exceed individual / team targets
Prepare the Monthly Transaction Plan
Conducts remote transaction monitoring based on approved monitoring plan
Conducts transaction monitoring to ensure compliance to Client’s logging procedures
Conducts additional transaction monitoring on Dsat Cases
Document transaction monitoring results into the transaction monitoring systems and Monthly
plan.
Communicates the results of transaction monitoring to the CSSs have been evaluated
Tracks and identifies individual and process level issues through Transaction monitoring
Analysis monitoring results and performance trends in order to provide recommendations for
improvement.
Delivers previous day performance results to the appropriate
Meets with Supervisor in order to deliver feedback for CSS’s coaching purposes
Participates as Internal and External Calibration sessions
Evaluates Supervisor’s consistency on monitoring (Spot Check)
Analysis Csat and Dsat Data
Reports to QA Supervisor and Qa Coordinator for all aspects of continuous improvement
Participates in Problem Solving Dmaic meetings
Analyze adherence to quality policies and procedures by monitoring agents
Execute coaching process using internal standards for feedback and coaching-
Execute number of observations and feedback required per agent according to the client request
or internal standards.
Provide coaching and develop agent’s opportunities by using effective interpersonal
communication.
Collect top call drivers data
Develop reports in excel to inform about top call drivers and main opportunities found.
Continuously investigate and introduce process improvement measures utilizing the Six Sigma
Methodology
Provide a healthy, safe, and secure home-working environment
SKILLS REQUIRED:
Bachelor’s degree
2 years of management experience such as SV/ QA
Fluency in Italian language
Ability to use Internet applications
Usage of MS Office
Typing speed: 45 wpm
Achievement Oriented
Analytical Ability
Communication Skill
Creativity
Decision-Making
Flexibility
Management Skills
Planning and Organizing
Judgement
Problem Solving
Strategic thinking
Stress tolerance
Interpersonal skills
Leadership skills
Team Building
Time Management
If you are interested, apply sending your CV through Anegino until 25/06/2021.
Please specify the position you are applying for!
Looking forward to receiving your applications!
two sites in Tirana and one in Durres, is looking for a candidate for the following position:
1 QA Manager (Quality Assurance Manager) for a Sales Project
KEY RESPONSIBILITIES:
Fulfilling a manager position for one of Teleperformance’s clients. Working in a collaborative
and engaging virtual environment, At Home QA Manager will be responsible for the
operational delivery and relationship with the Clients as appropriate for your role. His/her
main responsibility will be to ensure that quality and efficiency targets are achieved, by
creating a highly engaging virtual environment and by using Teleperformance standard
(BEST QA).
At Home QA Manager will be responsible for a team of Quality Analysts for leading, coaching
and supervising the team as they monitor inbound or outbound phone calls working from
home. He/she develops the team to meet and exceed performance and client satisfaction
and any other relevant key operational metrics by providing them guidance, support and
education.
In addition, the Quality Manager will be responsible for preparation of trend analysis to
highlight current and historical performance, opportunities for improvement, product
feedback, and develop plans for improvement. Responsible for the maintenance of an
internal database of all client operating procedures.
Transmit Teleperformance and our client values through leading by example
Support, motivate, evaluate, develop, and coach your team in line with organizational
management processes (Best QA) to continually meet and exceed individual / team targets
Prepare the Monthly Transaction Plan
Conducts remote transaction monitoring based on approved monitoring plan
Conducts transaction monitoring to ensure compliance to Client’s logging procedures
Conducts additional transaction monitoring on Dsat Cases
Document transaction monitoring results into the transaction monitoring systems and Monthly
plan.
Communicates the results of transaction monitoring to the CSSs have been evaluated
Tracks and identifies individual and process level issues through Transaction monitoring
Analysis monitoring results and performance trends in order to provide recommendations for
improvement.
Delivers previous day performance results to the appropriate
Meets with Supervisor in order to deliver feedback for CSS’s coaching purposes
Participates as Internal and External Calibration sessions
Evaluates Supervisor’s consistency on monitoring (Spot Check)
Analysis Csat and Dsat Data
Reports to QA Supervisor and Qa Coordinator for all aspects of continuous improvement
Participates in Problem Solving Dmaic meetings
Analyze adherence to quality policies and procedures by monitoring agents
Execute coaching process using internal standards for feedback and coaching-
Execute number of observations and feedback required per agent according to the client request
or internal standards.
Provide coaching and develop agent’s opportunities by using effective interpersonal
communication.
Collect top call drivers data
Develop reports in excel to inform about top call drivers and main opportunities found.
Continuously investigate and introduce process improvement measures utilizing the Six Sigma
Methodology
Provide a healthy, safe, and secure home-working environment
SKILLS REQUIRED:
Bachelor’s degree
2 years of management experience such as SV/ QA
Fluency in Italian language
Ability to use Internet applications
Usage of MS Office
Typing speed: 45 wpm
Achievement Oriented
Analytical Ability
Communication Skill
Creativity
Decision-Making
Flexibility
Management Skills
Planning and Organizing
Judgement
Problem Solving
Strategic thinking
Stress tolerance
Interpersonal skills
Leadership skills
Team Building
Time Management
If you are interested, apply sending your CV through Anegino until 25/06/2021.
Please specify the position you are applying for!
Looking forward to receiving your applications!
Data e aplikimit të fundit : 25 Qershor 2021