Performance Improvement Manager
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Job Location:
Monthly Salary:
Posted on:
2 hours ago
Vacancies:
1 Vacancy
Job Summary
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 companyCompliance related to Quality/PeakOSand Security standards and policies.
ABOUT THE JOB
Identifiesopportunities/issues defines and manages performanceimprovement projects using the Lean/SixSigmamethodsto drive specific targeted project goals and works with trends and variation to prevent target failures.
Properly track success measures to effectively execute improvements drive performancegoalsanddemonstratevalueadded to our CX activity.
Recommends solutions andcontrols andimplementing approved and ensuresaccuratequality&performancemeasurements and tools are implemented such asPeakOS QMS and ISMS
About Us
Foundever is a global leader in the #CustomerExperience (#CX) industry. Create Connection. Value Conversation.
Job Summary
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.
Primary Job Responsibilities
Key Responsibilities:
- Supervise and manage a team of Quality Coaches providing guidance support and performance feedback.
- Develop and implement quality assurance policies procedures and standards to improve the overall performance of the contact center.
- Monitor calls chats and emails to assess adherence to quality standards and compliance with company policies.
- Analyze quality metrics and trends to identify areas for improvement and collaborate with operations to implement corrective actions.
- Conduct regular training sessions for Quality Coaches and frontline staff to enhance their skills and knowledge of quality standards.
- Prepare and present quality reports to senior management highlighting key performance indicators and improvement initiatives.
- Attend and participate in Weekly Business Reviews (WBR) and Monthly Business Reviews (MBR) with clients to discuss quality metrics performance and strategies for improvement.
- Build and maintain strong relationships with clients serving as a point of contact for quality-related inquiries and feedback.
- Collaborate with clients to understand their quality expectations and tailor quality assurance programs to meet their needs.
- Foster a positive team environment that encourages open communication teamwork and accountability.
- Stay updated on industry best practices and emerging trends in quality assurance within the BPOs.
Required Skills:
- Strong analytical and reporting abilities.
- Proficient in using quality monitoring tools and CRM systems.
- Solid understanding of contact center operations and metrics.
- Quality Assurance Leadership
- Monitoring and Reporting
- Collaboration and Feedback
- Continuous Improvement
- Compliance and Standards
Experience:
- At least 2-3 years of experience in a quality assurance or related role in a contact center.
- Proven experience leading teams and managing quality initiatives.
- Proven experience managing client relationships
- C1 English language
KEY RESPONSIBILITIES
Understand and Meet all project goals (Quality Delivery and Cost) and work together with Operationsand support departmentsto control and track KPIs correctly and effectively
Identifiesopportunities/issues defines and manages performance improvement plans with action plans Bridge Plans and Glide Paths.
Support Operations Managers performingroot cause analysis and implementBridge/glide/actionplans to improve performance and client/customer satisfaction
Responsible for the implementationcomplianceand improvementof theFoundeverPeakOperating StandardsPeakOS.
Ensure and promote project Compliance related to Quality and Security standards andpoliciesISO and PCI or any client requested certifications.
Implementationand controlofQuality Monitoring Master Plans supporting and improving Quality monitoring programs andCXpertprogram.
Recommendssolutions andcontrols andimplementapproved recommendations.
Point of contact of internaland externalaudits planning & management and provide the focus direction and control.
Responsible to Identify log and track Nonconformity and corrective actionsin order toavoidpossible 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 methodologiesor equivalent experience.
Experience in QMS and ISM Systems.
Languages
Fluency in English (required)
Other languages ( Valurated)
Tools and Applications
MS Office applications (ExcelPowerPoint Word)
Minitab or statical tools
COMPETENCIES & BEHAVIORS
Analytical
Data-driven
Self-motivated
Independent
Tech-savvy
Teamwork
Stakeholder management
Communication & presentation
Obsessiveaboutdata
Passion for improvement
Willingness to learn new skills
KNOWLEDGE& EXPERIENCE
Performanceand QualityImprovement principles methodologies bestpracticesand tools.
Ability to resolve problems and presentappropriate businesssolutions and recommendations.
Strong analytical and project management skills with the ability to manage multiple tasks simultaneously.
Knowledge of Contact Centre/Operational environmentAbility to resolve problems and presentappropriate businesssolutions and recommendations.
Strong interpersonal skillsdemonstratingthe ability to work independently and with a cross functional team
Excellent technical (MSWord andExcel) and math/statistical skills.
Effective time management.
Ability to work in adynamic fast-paced environment.
Demonstrated ability to develop professional relationships and interact with all levels of internal and external clients.
LEADERSHIP TOUCH
Ability totimelyand effectively advise internal stakeholders by providing them with clear concise practicaladvice and creative solutions
Ability to think in integrated solutions and support sales and business development with subject matterexpertise.
Ability to manage large scale cross-functional projects.
Attention to detail required ability to understand macro tomicro operationalperspective
Required Experience:
Manager
About Company
Foundever is a global leader in customer-experience (CX) outsourcing, combining human expertise and AI-driven capabilities to support over 9 million customer interactions daily across 60+ languages in 45 countries.
