Quality Manager - Onsite Work - BPO

Overview:

Oversees CE Team Leads to ensure tasks / responsibilities are carried-out effectively and efficiently. Designs & implements career development plans for each role to ensure maximum client, operational, and personal effectiveness . Responsible for final analysis, review & approval of recommendations for improving the quality of service of Operations and maintaining high Customer Experience standards. Supports a ratio of more than 1000 frontline FTEs

• Takes and distributes minutes of department meetings.
• Coaching and Development - Supports CE Team Leads through regular and consistent coaching. Reinforces team strengths and creates customized action plans to develop areas of opportunities within team members. Properly documents development and progress.
• Collaboration - Encourages collaboration amongst other departments to contribute to company’s and business strategies. Designs and implements action plans...