Quality Program Manager, Retail Customer Care
Quality Program Manager, Retail Customer Care
Posted on :
24-08-2025
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1 Vacancy
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Job Description
In this role you will collaborate closely with regional and global Quality Program Managers Retail Customer Care leadership and cross functional stakeholders to uphold the quality standards and elevate the customer experience.. Through targeted contact review you will be responsible for helping identify business trends and insights leveraging that to craft a framework that guides the business to understand what matters to the RCC leadership and customers in your region.A Quality Program Manager will participate in weekly business reviews provide insights from both their own and other coaching contact reviews and are responsible for quality analysis and reporting. You will need to be regularly lead and participate in calibration activities be an expert in quality standards and align the teams with these standards. You will also need a deep knowledge of the business performance management and vendor management practices. It is important that you are able to articulate and analyze customer expectations and satisfaction service trends and professional ethics and operational policies and procedures are followed.A Quality Program Manager is responsible in supporting and guiding their respective sites and business partners to achieve goals in customer satisfaction and quality performance and includes building behavior based coaching plans based on qualitative and quantitative insights. This work will be achieved through influencing management adopting best practices and effective root cause analysis on the reasons for customer dissatisfaction or lack of adherence to customer and business critical processes and practices. This is all done through the lens of As one of multiple quality program managers for the region you will also partner with your peers to set the direction and provide consistency across the network.
- 5 years of experience in a quality management or program management role within a contact center or customer service environment
- Ability to work with and influence cross functional business partners to create and achieve strategic quality objectives and goals
- Adapt to changing environments technology and processes
- Drive for results with a high degree of determination
- Superb written and communication skills of English and Chinese
- Strict adherence to company policy on confidential materials
- Makes space to listen learn and amplify diverse perspectives and experiences
- Actively seeks out opportunities to champion and celebrate inclusion and diversity
- Strong data visualization skills with experience using tools like Tableau to identify trends and draw actionable conclusions
- Excellent communication and presentation skills (written and verbal) with the ability to clearly communicate complex information to diverse audiences including stakeholders at various levels
- Strong critical thinking and problem-solving skills with a demonstrated ability to identify root causes and develop effective solutions
- Proven track record in transactional quality assurance utilizing methodologies like call scoring and audits with knowledge of quality management frameworks COPC Six Sigma).
- Proven ability to manage multiple projects concurrently prioritize effectively and consistently meet deadlines in a fast paced environment
Required Experience:
Manager
Employment Type
Full-Time
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