Jobs in Jordan - career in Jordan - vacancies in Jordan-Quality Assuarnce Manager-Jobs in Jordan - career in Jordan - vacancies in Jordan
The Quality Assurance Manager will be responsible for administers the call
quality strategy and/or ensures high quality and consistent delivery of the
coaching model within the Contact Centers while meeting all regulatory and
service standards. Manages undertaking of design development and deployment of
the call quality monitoring tool and coaching model, audit checking, call
calibrations and coaching of managers. The role holder will deliver some or all
of the tasks documented in this role profile with their individual objectives
determining the scope of their role on a day to day basis to meet the demand of
the business.
1. Impact on the Business
·
Ensure
call monitoring and coaching activity is implemented in line with regulatory,
compliance and risk requirements
·
Ensure
the call coaching model is understood and delivered consistently across the
Contact Centers
·
Manage
benchmarking of call coaching across the Contact Centers and taking action to
address any areas of concern
·
Ensure
pro-active development of the coaching model to meet business needs and drive
an enhanced customer experience
·
Ensure
standardization of the call coaching model on an ongoing basis
2. Customers / Stakeholders
·
Build
strong relationships, adopting a joined up approach, to deliver business
requirements at pace and with minimum conflict
·
Maintain
contact with stakeholders to identify and communicate business performance,
status and potential risks
3. Leadership & Teamwork
·
Drive a
high performance culture through strong leadership and effective people
management
·
Assign
responsibilities to direct reports providing them with the direction and
confidence to deliver results
·
Serve
as Subject Matter Expert to support the wider business to ensure commonality
and consistency of solutions
4. Operational Effectiveness & Control
·
Ensure
call coaching processes are effective and propose improvements/efficiencies
as required
·
Ensure
compliance with external regulatory requirements, internal control standards
and Group compliance policy
·
Implement
recommendations made by internal/external auditors and external regulators in
a timely basis
5. Major Challenges
·
Maintaining
a fine degree of control of the resources deployed at all times to meet the
demands of customers within budgeted allowances due to the scale of the
regional Contact Centre operation
·
Managing
changing priorities and producing outputs to a high standard relevant to a
variety of stakeholders
·
Ensuring
consistency of service provided across all sites and maintaining compliance
with external regulatory requirements, internal control standards and Group
compliance policy
6. Role Context
7. The Quality Services team has responsibility for
all aspects of Contact Centre quality monitoring strategy, design of the
coaching model, benchmarking, consistency and quality checking of coaching.
The role holder will have direct control over the quality and consistency of
call coaching delivered in the Contact Centers within the usual authority
limits (as appropriate) and may be required to work independently or part of
a team. The role holder must have an expert level understanding of call
quality and coaching methodologies, requirements and tools. The role holder
must ensure the procedures/processes used to deliver the quality and call
coaching model are in accordance with Group standards. The role holder may be
required to manage multiple responsibilities involving interaction with
several business areas, will have a higher degree of responsibilities across
multiple countries with larger spans of control and complexity. The role
holder will not be subject to close supervision so will be expected to
exercise initiative in proactively overcoming obstacles to success. They will
be expected to adopt a flexible approach in terms of working hours, location
and travel
Job Details
| Date Posted: | 2016-05-24 |
| Job Location: | Amman, Jordan |
| Job Role: | Management |
| Company Industry: | Customer Service |
Preferred Candidate
| Career Level: | Management |
| Nationality: | Jordan |
| Degree: | Bachelor's degree |
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