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Dział: Dam pracę

TRAINING & QUALITY MANAGER

Data wstawienia: 2014-08-01 10:26
Data ważności: 2014-08-15
Województwo: Małopolskie

Main responsibilities:
 Policy, Standards and Regulation - Ensure all processes for complaint handling, complaint escalation, business rules, service standards etc are aligned and fully understood. Ensure that all employees are aware of the correct controls and standard of written responses in line with Client requirements. Empowering the employees where can to take control and give them the opportunity to take ownership
 Quality Assurance - Enhance the capability and performance of Customer Service staff and Quality Assessors by focusing on key issues identified. Focus on process, behavior and Voice of the Customer measurement. Consider how enhance training needs to ensure that what is being delivered to the customer is consistently fair. Consider linking appraisal with quality score achieved
 Training and Competency - Implement and manage a programme that defines the competence levels required to do the role. Consider milestones to achieving the levels and what action to take if staff fail to deliver required standards
 Root Cause Analysis - Work with the Senior Manager to understand all collective issues. Introduce feedback loops into site to flag issues identified. Understand key drivers of dissatisfaction
 Measurement and MI - Work with site and wider SERCO setup to focus on key CS and Quality Measurements. Monitoring what can be enhanced to bring about improvements and what needs to be shared. Track Service Improvement plans to ensure delivering
 Ethos and Communications - Focus employees on doing the right things and the right time for customers as excellence inspires confidence. Improve own and site communication to all staff in relation to how performing and focus on how key information can be fed back to help agents do job more effectively etc.

Candidate profile:
 Minimum 2 years experience in Quality Assurance and Training management in large scale organization
 Excellent record of effective quality improvement in previous roles
 COPC trained or equivalent will be an asset
 Ability to effectively manage relationships between managers and staff in terms of motivation, quality and performance
 Proven success in managing range of Quality KPI’s
 Knowledge and experience of a training department, training options available, and differing learning and training styles
 Understanding of the training cycle and key techniques - TNA, evaluation, transfer of learning
 Very good command of English language
 A strong peer group leader
 Strong quantitative & analytical skills and experience
 Organizational skills and ability to work to tight deadlines, deliver within agreed timeframes with attention to details
 Ability to develop a culture of high standards, excellent quality and customer responsiveness
 Good communication skills, Ability to present with credibility and authority
 Assertiveness; commanding respect
 Can do attitude and high level of resilience

Benefits:
 Competitive salary (plus extra bonuses)
 Attractive benefits package
 Private medical care for you and for your family (including dental care after upgrading package)
 Employee Referral Award Program
 Great development opportunities in an international, fast - paced company
 A multicultural, great working environment

Ogłoszeniodawca

Firma: Serco