We are looking for a Quality Operations Manager for one of the leading global information technology consulting and business process services Company based in Dublin.
Responsibilities:
· Handling the team of QA managers
· Direction to IQI program as per client needs and program requirements
· Escalation point of contact for IQI team
· Participate in Global IQI discussion and support requirements
· Drive program missions for SBG
· Provide guidance and support to Team Lead
· Smooth delivery of end-to-end operating model
· Capacity planning & studies planning
· Identifying opportunities for process, program, product & system improvement
· Arrange brainstorming session with PM’s & IQE’s to identify process improvement opportunities
· Build required support structure like good call library, Objection handling library, red flag etc.
· Manage MBR’s & QBR with stakeholders
· People management, Team engagement activities
· Work with PM’s & QM spocs to plan focus area’s
· Training, coaching & guidance to the team on analysis and insights
Critical skills required:
· in total 5 -10 years plus of Experience in managing quality control/quality analysis in contact center environment or leading cross-functional quality improvement projects and teams
· Quality certification (e.g., Lean Six Sigma, TQM, COPC etc.) is must
· 6+ years of demonstrated team management ability across diverse functions (direct reports, cross functional relationships, 3rd party vendors. etc.) Proven track record of collaborating with cross-functional groups to produce results
· Strong practical experience with Excel (PivotTable, Charts, Statistical functions) is required a plus
· Excellent communication skills
· Strong critical thinking and exceptional problem-solving skills
· Proven track record of breaking down complex process and identifying key pain points to deliver business improvements at the regional or global level
· Passion for our mission of ensuring a world class support experience for our community
Sounds interesting? Please send your CV through the link provided.
