Welcome to Jobwebkenya.com. This website helps you to achieve your career dream by linking you to vacancies from Top Companies in Kenya. Job Seekers are also exposed to best articles for career growth and development. Click Here to Subscribe for Job Alerts We strongly advise graduates not to pay money before getting a Job. Report fraudulent jobs to [email protected]
- Create quality strategies for the assigned projects, monitor and evaluate effectiveness, and address any identified gaps/institute corrective actions.
- Oversee and manage enforcement of QA policies and procedures
- Involved in recruiting, selecting, orienting, training, assigning, coaching and communicating job expectations; also involved in direct reportees appraisals and day to day management of any upcoming assigned team issues where appropriate.
- Constantly monitor projects quality performance and address any identified gaps
- Supervision, coaching, mentoring, motivation and coordination of a team of Quality Supervisors to ensure quality performance metrics are met
- Develop internal control systems to determine if the Projects’ Quality Team/QA processes/QA systems are producing useful, accurate and reliable data in accordance with QA policies and procedures and proactively assessing any potential risks.
- Perform critical business analysis of issues identified by QA Supervisors, including identifying root cause(s) and identifying value-add opportunities for projects quality improvement
- Assess new and ongoing projects work plans and workflows, and audit approaches with recommendations to optimize quality and production
- Analyze QA reports to identify trends and make relevant recommendations to Training, Operations and any other applicable business units.
- Develop and maintain effective working relationships with clients and/or accounts projects managers.
- Lead and support additional special projects and initiatives as necessary to achieve departmental objectives; includes the scoping, monitoring and evaluation of projects.
- Managing client’s QA complaints/escalations with the aim of de-escalating the situation and maintaining a positive relationship with the client
- Lead collaborations between the quality supervisors to adopt best practices across the center
- Manage departmental day to day operations as may be directed by the Head of Service Delivery.
- Validate quality processes and update quality assurance policies and procedures.
Qualifications for the Quality Manager Job
- Degree in business or any other relevant field/ equivalent experience
- Minimum of 3 years of contact center experience required
- Minimum of 1 year of experience in Quality Assurance in a contact center/BPO
- Minimum of 2 year of supervisory or lead experience to include managing managers, managing performance and reporting.
Apply here for the Quality Manager Jobs
Dont Miss Latest Jobs In Kenya. Subscribe Today. CLICK HERE
Comments
Post a Comment