MISSION
Represents and encourages a performance improvement culture within the company, working together with Operations and Support departments, supporting them to manage performance Improvement to help on the increase of efficiency and client/customer satisfaction.
Responsible to ensure in the company Compliance related to Quality/PeakOS and Security standards and policies.
ABOUT THE JOB
Identifies opportunities/issues, defines and manages performance improvement projects using the Lean/Six Sigma methods to drive specific targeted project goals, and works with trends and variation to prevent target failures.
Properly track success measures to effectively execute improvements, drive performance goals and demonstrate value added to our CX activity.
Recommends solutions and controls, and implementing approved recommendations. Implements and ensures accurate quality &performance measurements and tools are implemented, such as PeakOS, QMS and ISMS
Foundever® is a global leader in the #CustomerExperience (#CX) industry. Create Connection. Value Conversation.
Job Summary:
We are seeking a dedicated and experienced Quality Coaches Supervisor to lead our quality assurance team within Foundever
The ideal candidate will be responsible for overseeing the quality coaching processes, developing team members, managing client relationships, and ensuring exceptional service delivery standards are met. This role requires strong analytical skills, effective communication, and the ability to foster a culture of continuous improvement.
Key Responsibilities:
Required Skills:
Experience:
KEY RESPONSIBILITIES
Understand and Meet all project goals (Quality, Delivery and Cost) and work together with Operations and support departments to control and track KPIs correctly and effectively
Identifies opportunities/issues, defines and manages performance improvement plans, with action plans, Bridge Plans and Glide Paths.
Support Operations Managers, performing root cause analysis and implement Bridge/glide/action plans to improve performance and client/customer satisfaction
Responsible for the implementation, compliance and improvement of the Foundever Peak Operating Standards PeakOS.
Ensure and promote project Compliance related to Quality and Security standards and policies ISO and PCI or any client requested certifications.
Implementation and control of Quality Monitoring Master Plans, supporting and improving Quality monitoring programs and CXpert program.
Recommends solutions and controls, and implement approved recommendations.
Point of contact of internal and external audits planning & management and provide the focus, direction, and control.
Responsible to Identify, log and track Nonconformity and corrective actions in order to avoid possible recurrences
OTHER QUALIFICATIONS
Education
Preferable college degree or related work experience
Work Experience
Experience Target (in this job or a related function/field):
Two years of contact center operational management experience
One year of demonstrated use of performance improvement methodologies or equivalent experience.
Experience in QMS and ISM Systems.
Languages
Fluency in English (required)
Other languages ( Valurated)
Tools and Applications
MS Office applications (Excel, PowerPoint, Word)
Minitab or statical tools
COMPETENCIES & BEHAVIORS
Analytical
Data-driven
Self-motivated
Independent
Tech-savvy
Teamwork
Stakeholder management
Communication & presentation
Obsessive about data
Passion for improvement
Willingness to learn new skills
KNOWLEDGE& EXPERIENCE
Performance and Quality Improvement principles, methodologies, best practices and tools.
Ability to resolve problems and present appropriate business solutions and recommendations.
Strong analytical and project management skills with the ability to manage multiple tasks simultaneously.
Knowledge of Contact Centre/Operational environment Ability to resolve problems and present appropriate business solutions and recommendations.
Strong interpersonal skills demonstrating the ability to work independently and with a cross functional team,
Excellent technical (MS Word, and Excel) and math/statistical skills.
Effective time management.
Ability to work in a dynamic, fast-paced environment.
Demonstrated ability to develop professional relationships and interact with all levels of internal and external clients.
LEADERSHIP TOUCH
Ability to timely and effectively advise internal stakeholders by providing them with clear, concise practical advice and creative solutions
Ability to think in integrated solutions and support sales and business development with subject matter expertise.
Ability to manage large scale, cross-functional projects.
Attention to detail required, ability to understand macro to micro operational perspective