Local Operations Quality Manager

Lisbon, Portugal
Posted 2 months ago

You Come With

– Bachelor’s Degree;

– Minimum 2,5 years experience as QM and experience in BPO;

– Very Good Knowledge on Quality Standards;

– PC operating skills, Excel operating knowledge (functions, filters, sorting), Word (document formatting, tables, images), PowerPoint, Outlook;

– Certification in Labor legislation is an asset;

– English spoken and written – C2 level in the European Language Framework;

– Optional/advantage: Project management experience.

You Will

– You will Optimize, implement, and successfully manage local quality & training standards implementation at each project level beyond stipulated rates and schedule; Increase the overall quality, client satisfaction and customer experience.

– You will Make sure the work quality of the QTCs, Quality Analysts, Trainers and CMs/CSRs is within the agreed levels, initiates proactive or corrective actions (suggests retraining sessions, oversees areas of improvement identification and implementation, targeted analysis, etc.) when necessary. Evaluates QCs, TCs, Quality Analysts, and Trainers performance and proactively initiate improvement actions if the results are under the agreed standards;

– You will Prepare operational quality & training analyses & action plans for the projects coordinated and as required by the direct manager;

– You will work with account managers to address quality and learning issues, instruction problems, or new educational needs regarding specific employees or departments;

– You will Administer the account documentation for internal processes in terms of updates, accessibility and easiness to read, e.g. 2 pages maximum for each process;

– You will Perform Internal Audits/measurement and evaluation for all procedures/tools/procedure updates related to the areas under ownership in order to identify any flaws; communicate findings or makes correction recommendations to the respective issuers;

– You will Collaborate with all stakeholders

We have for you

– Career growth opportunities;

– Meal allowance paid by card;

– Lisbon City Center – Roma Areeiro;

– Private health insurance as of the 7th mo

To apply now, please fill in the form bellow

 
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