Sr. Manager, Quality Assurance - BPO Industry
Bogota, co
hace 5 días

Essential Functions / Core Responsibilities

  • Select, train, develop, and manage performance of Training and Quality direct reports in area of specialty; and mentoring, coordinating, planning, and providing direction for work group(s) in accordance with the organization's policies and applicable legal requirements
  • Understanding vertical Operational and Account Management. Needs to achieve profitability and client satisfaction objectives
  • Recommend modifications to Training and Quality organizational policies and procedures and reinforce the company’s direction, vision, and values.
  • Partner with process owners and respective supporting personnel to formulate and implement process management procedures, goals and objectives

  • Manage to achieve budget and forecasts for the Training and Quality Organization
  • Ensure appropriate staffing and utilization of Training and Quality staff
  • Create regional goals, objectives, deadlines, and business relationship development with Business stakeholders (Training and Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)
  • Maintain information on direct reports individual performance as well as overall vertical performance
  • Integrate Corporate Training and Quality activities with other Convergys organizations such as Operations, Resource Units (Analytics & Learning Strategy) globally
  • Participate in existing client and client prospect presentations on Training and Quality initiatives and methodologies
  • Apply consultative and needs analysis skills to recommend optimal process solutions (training and operational processes) to achieve account metrics and high client satisfaction scores
  • Candidate Profile

  • 10+ years related experience or experience in Contact Center environment
  • Bachelor’s degree preferred
  • Must have proficiency with various software applications programs including Outlook, Microsoft Word, PowerPoint and Excel
  • Demonstrated ability to interact with various levels internally and externally to influence decisions
  • Previous management experience in a customer service, training or quality environment
  • Successful experience in developing and implementing training and quality curriculum
  • Solid communication skills, both oral and written
  • Demonstrated understanding of adult learning principles
  • Demonstrated ability to mentor, coach and provide direction to a team of employees
  • Demonstrated ability to take initiative and ownership with focus on continuous improvement
  • Demonstrated ability to foster customer service disposition and sense of professionalism for self and team
  • Ability to organize and prioritize projects in a fast-paced, deadline-oriented and rapidly changing business environment
  • Decision-making skills for problem identification and solution recommendation and implementation
  • Ability to plan, organize and schedule work flow to meet rigid project deadlines
  • Ability to work a flexible schedule
  • Occasional travel required

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