About Client

HR Academy is recruiting for its Client, an important company operating on the BPO services market. With a history of over 15 years of success, the company delivers a wide range of services such as: Call Center, Contact Center, SAAS Solutions, Back Office and Virtual PBX.

It is a company with a young and entrepreneurial spirit, ambitious, dynamic, lively, cheerful and energetic.

With a team of top professionals (covering 10 international languages), the company has stood out over time as a supplier of excellence, serving numerous clients from various industries (banking, automotive, utilities, pharma, retail, media), having more than 10 millions interactions per year.

In full expansion – in the new context of increasing demand for BPO/call-center services, the company is recruiting staff to meet growth needs.

Job Description

We are looking for a Quality Manager for Bucharest.

Main mission for this job: it is in charge with the preparation of the companies QA manual control and supervision of all amendments and revisions, performing and coordinating all internal and external audits on behalf of the companies management.

Below are listed other responsibilities:

  • Coordinate the preparation and control of project quality system management documentation prior to project commencement

  • Monitor the progress and effectiveness of all projects quality management system. Recommend and implement improvements when required

  • Control and the distribution of all the company’s quality documentation

  • Action and close all customer quality complaints

  • Teach other leaders and the quality team how to effectively use continuous improvement methodologies

  • Identify and implement technology that will allow us to monitor contact center quality more effectively

  • Oversee the development of quality-related training and communications

  • Utilize standard process improvement methodology (Six Sigma, Kaizen etc.) to identify and implement contact center continuous improvement initiatives

  • Hires, manages, inspires, and develops multiple teams of quality analysts, per line of business or site, in all aspects of their job, managing employee attendance and adherence

  • Evaluates and conducts interim and annual performance reviews for Quality Team

  • Coaches, develops, and motivates team members to exceed all program goals, including quality and production ensuring client contractual needs are fulfilled

  • Ensures effective implementation and maintenance of a corrective action program and training opportunities. Facilitate information between training and operations. Follow trending, identify gaps, and provide information to the training department for training opportunities

  • Compiles daily, weekly, and monthly monitoring reports, summaries, and analyses for internal and external stakeholders

  • Analyzes the quality gaps, identifies needs affecting production performance, and formulates appropriate recommendations and provide on-going performance feedback

  • Administers effective quality calibrations and testing techniques to assess employee’s performance

  • Reviews and validates documentation from vendors, clients, and the training department

  • Establishes common work processes, standards, and tools, and coordinates quality assurance activities across teams to meet business and customer needs

  • Will design and improve Quality Assurance scorecards, calibration processes, and methodology, and drive implementation of QA processes across external vendors

  • Attend client quality management meetings

Ideal Candidate

  • Studies & Experience

    • Higher education
    • Min. 5 years + of related management experience in contact center operations, quality monitoring, quality assurance, and/or customer service
    • Three years management experience in a corporate environment required with quality management experience in a Call Center environment preferred
    • Expertise in data analysis reporting required; or any equivalent combination of related training/education and experience required
    • Experience with quality management systems (QMS)
    • Experience in BPO industry mainly related tstrategy, planning and execution of work that improves the quality of customer interactions and reduces costs
  • Other requirements:

    • Total Quality Management, Six Sigma or other quality affiliated training and/or certification is preferred
    • Comprehensive knowledge of quality assurance and continuous improvement concepts, procedures, and processes
    • Strong data analysis skills
    • Demonstrate a high level of Confidentiality with the ability to work through difficult situations with professionalism and diplomacy
    • Microsoft Office Suite Proficiency including but not limited to Excel, PowerPoint, Word and Office; Experience w/ VLOOKUP and Pivot Tables preferred
    • Math skills – data reporting, measuring, calibrating, and calculating specifications are just some of the many skills you should possess
    • Critical thinking skills, thelp work through customer problems and service delivery issues, as well as develop strategies for improving service quality
    • Strong communication skills. Strong interpersonal and team building skills with a proven ability to coach effectively, experience in providing effective, constructive, and reinforcing feedback
    • Excellent organization, analytical, project management, presentation, and interpersonal skills
    • Ability to work well under pressure, set priorities, and make well-considered decisions
    • Strategic Thinking, Problem Solving and Solutions Oriented
    • Project Management Skills a plus
  • Personality

    • An eye for detail, to catch defects.
    • A desire to achieve the best and ensure top-quality service.

Our Offer/Why to Join

  • Prestigious company, leader in its field

  • Reputable company, one of the market leaders in Romania in its segment and experiencing explosive growth in the new context of demand for call-center services

  • Open-minded and enthusiastic colleagues, a friendly working environment, family atmosphere. Young and energetic team, colleagues with top skills

  • Do a nice activity where you don’t feel like work

  • Accessible location (subway at 3 min), well connected to all means of transport

  • Sybway/public transport or own car settlement

  • Medical services subscription

  • Flexible schedule, hybrid schedule, 2 days office/3 days from home

  • Laptop, mobile phone voice and data subscription

  • Competitive salary package

  • Performance bonus system linked to results

  • The chance to grow professionally working for one of the market leaders

Apply now!

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