Senior QA Manager

Job description

Job Summary / Overview

The Senior Quality Manager role is to drive the highest possible standards of quality assurance across operational delivery for their region, through the application of robust quality frameworks, best practice approaches and by fostering a culture of high performance, service pride and continuous improvement

Working with key internal and external stakeholders they will drive quality & compliance activity across their cluster, supporting delivery of KPI's and achievement of a superior customer experience through rigorous data analysis with a strong demand on continuous improvement.

Their role is also responsible for ensuring our quality processes and procedures are fit for purpose and meet both external and internal requirements, including legal compliance and customer expectations.

The role will oversee the quality teams across their clusters (both B&M and WFH), with objectives centered around establishing the best working methodologies across the spectrum of operational disciplines, aligning with Global BEST Quality standards with robust governance models in place.

This involves close scrutiny of operational working practices, policies and procedures, and compliance with legislation and regulatory requirements.

The Site Quality Lead will work closely with the Operations Vice President and Operation Managers for the cluster and all operational teams, including Training and Best Practice Leads.

Key Responsibilities and Accountabilities

Fully accountable for all quality performance across the cluster of sites, including adherence and application of appropriate quality standards and frameworks for each line of business/client area, achievement of relevant quality output measures, completion of required volumes of quality monitors, and any other KPI as set;

• Ensures alignment to global BEST Quality standards, and drives continuous improvement through utilization of LSS principles;
• Works closely with team of direct reports and internal stakeholders in each site across the cluster including VP / Director, Operation Leads and Training / Onboarding to drive high quality performance and productivity;
• Works closely with the clients in the cluster to fully understand their individual requirements from a quality perspective, and incorporating Teleperformance Quality Standards, translates these into an effective and fit for purpose quality framework;
• Analyses top call drivers' data and works with Quality
• Managers/Analysts and local management teams to utilise these insights and agree focus areas for targeted coaching;
• Conducts monthly audits over all campaigns to ensure compliant processes in place along with quality and operations stakeholders understanding;
• Creates and delivers professional reports to management teams across the cluster on top call drivers, agent quality performance trends, and other relevant measures or insights in order to inform both immediate and future strategic actions required to increase quality performance across the business area;
• Works closely with the local management teams and Quality Manager/Analysts to participate in DMAIC meetings and implement effective action plans to improve quality and related metrics;
• Attends client MBRs and QBRs as required to present information relating to quality performance and other analysis completed, and the insights derived, to ensure client confidence in our approach to driving high quality performance as well as offering recommendations for future strategies;
• Evaluates quality monitoring approaches, business processes, and customer expectations relative to the business areas in the cluster, to ensure quality processes and procedures are effective and meeting the needs of the programmes/clients;
• Supports delivery of any changes to quality measures or focus areas as required by the client, department or business operations area, in a professional manner;
• Identifies opportunities for continuous improvement to the customer experience, quality monitoring or evaluation techniques or other factors which may improve quality performance overall, and discusses these with internal stakeholders before trialling / implementing new methods or process changes;
• Attends internal & external call calibration sessions;
• Line manages any Quality Managers in the cluster, and Quality Analysts for business areas without a dedicated Quality Manager;
• Ensures the Quality Managers/Analysts in sites across their cluster are executing the minimum number of observations/monitors and feedback sessions required per agent per week/month according to the client's request or TP internal standards;
• Ensures all quality evaluations are completed by the Quality Analysts within the timescales required (as set out locally);
• Analyses adherence to quality policies, procedures and metrics as defined by the client, by auditing/supporting the Quality Manager to audit Quality Analyst evaluations of agent interactions with customers;
• Carries out observations of Quality Analysts delivering agent coaching sessions to ensure appropriate feedback is being given and coaching is being delivered in accordance with internal TP standards and approaches;
• Manages the performance of the Quality Managers/Analysts across all deliverables and KPIs, and implements the necessary coaching, support, guidance and development as required to drive high performance, or manage underperformance as necessary;
• Demonstrates subject matter expertise for client's products, services and policies (for LOBs without a dedicated Quality Manager) to enable effective quality coaching and support for agents and Analysts;
• Provides leadership and clear direction, whilst actively engaging and supporting the ongoing development and coaching of team members to ensure optimum performance;
• Leads a business culture where data protection, security and prevention of fraud is a top priority for all job roles within account areas, driving full operational compliance with all GECSP, HR and other policies and procedures;
• Responsible for own (and that of your teams where applicable) health, safety and welfare as well as being mindful of the wider team and surrounding colleagues.
  
  Attends H&S training as directed by your line manager or the wider business.
  
  Upholds and applies the relevant policies and procedures to provide a safe working environment.
  
  Challenges/reports unsafe practices where required and supports the team and overall business to deliver health & safety needs in the workplace;
• Drives a culture of high employee engagement across your area, where local, national and global recognition programmes, awards, incentives and engagement initiatives are delivered effectively;
• Leads by example and consistently demonstrates the Teleperformance values of Professionalism, Integrity, Commitment, Innovation and Respect in every interaction;
• Fosters a working culture which is built on embracing diversity, respect and positivity, and has a zero-tolerance attitude towards bullying & harassment, and any other unethical behaviours or practices in your team/department/business area;
• Carries out monthly 121s, as well as quarterly reviews and annual appraisals of performance for each direct report, highlighting areas for coaching, training, and further development.
  
  Puts activities in place to progress performance improvements or personal development as needed;
• Ensures Quality Managers are likewise carrying out reviews with their direct reports and performs audits to ensure high quality conversations are taking place, and appropriate support is being applied;
• Adopts the Teleperformance management ethos of Acknowledge, Support, Move on to ensure all direct reports receive ample help and encouragement to succeed, before management steps are required to resolve any problems with performance, behaviours, and attendance;
• Demonstrates expertise on Teleperformance's Quality departmental tools, service offerings and processes, to confidently talk about these options to prospective new clients / assist in bid work for new business;
• Other duties as assigned.
  
  

Competencies and Specific Skills

• Excellent communication skills
• Excellent eye for detail
• Flexibility
• Planning and organising skills
• Sound reasoning & judgement
• Excellent leadership and management skills
• Lead by example / integrity
• Commercially aware
• Coaching focus
• Product knowledge and understanding
• Customer service oriented
• Excellent time management skills
• Transaction monitoring
• Supportive & compassionate
• Problem solving skills
• Analytical abilities
• Adaptability
• Resilient
• Self-motivated
• Team building skills
• Continuous improvement mindset
• Stakeholder management / relationship building

Main Job Requirements

• Education and Specific Training
• BEST Quality Assurance standards (will be provided on appointment)
• Minimum of 2 year's management experience in a contact centre environment, preferably in a Quality based role
• Special Certifications: Lean Six Sigma certification at Green Belt level, preferred

Required Skills

• Good computer skills
• Proficient use of Microsoft Office tools including MS Word, PowerPoint, Excel, Outlook and others
• Proficient use of TP and client systems, as well as ability to navigate call recording systems, such as NICE
• Ability to use Excel's advanced analytical tools such as run charts, histograms, pareto charts, scatter plots etc., preferred
• Speech analytics experience/skills preferable
• Language skills required – Native English language speaker / other as defined for specific campaign needs

Required Skill Profession

Other General