Vice President for Quality

Company : Probe Cx

Job Type : Full Time

Quezon City

Number of Applicants

:

000+

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Job Description - Vice President for Quality

The Vice President for Quality is responsible for developing, implementing, and managing quality

assurance programs and initiatives to enhance customer satisfaction, improve operational

efficiency, and drive continuous improvement within the contact center environment. Scope will consist of multiple programs and site locations.

Key Responsibilities:

Develop and implement comprehensive quality assurance programs and processes to assess and evaluate the performance of contact center agents, teams and campaigns.
Establish quality standards, metrics, and key performance indicators (KPIs) to measure and monitor the effectiveness of contact center operations.
Maintain and drive industrialisation and continuous improvement of delivery quality frameworks, standards and processes
Design, govern, manage and maintain the delivery of regular quality monitoring and evaluation activities, including contact monitoring, contact scoring, and performance evaluations to meet obligations and expectations.
Drive adoption of quality tools across contracts
Manage and maintain resource capacity to meet quality outputs and contractual obligations. across all contracts, sites and regions.
Tailor, configure and maintain quality platforms and systems.
Leverage and enable ongoing platform feature enhancements.
Undertake systematic analysis of data derived from our quality monitoring processes to gain valuable insights into performance, customer interactions, and overall service quality
Identify trends, pinpoint areas for improvement, and make data-driven decisions to enhance the customer experience and optimise operational efficiency.
Provide feedback and coaching to quality leaders and team members based on quality monitoring results and establish goals for each quality service onshore and offshore to improve their performance and adherence to established standards.
Analyse quality data and trends to identify root causes of performance issues across all lines of business and develop strategies for improvement that can contribute to individual client and internal business goals.
Collaborate with Operations to develop and implement action plans to address performance gaps and enhance overall service quality.
Conduct regular calibration sessions with stakeholders to ensure consistency and alignment in quality assessment practices.
Support to end to end productisation of quality services, including pricing and commercial solutioning.
Develop and deliver training programs and workshops to educate team members, operations and key stakeholders on quality standards, best practices, and customer service skills.

Qualifications:

Bachelor's degree preferred but not required
Proven experience of 10 years in the contact center industry with 5 years in quality / analytics leadership role, with a track record of implementing quality improvement initiatives.
Excellent analytical skills with the ability to interpret data, identify trends, and develop
actionable insights.
Exceptional communication skills, with the ability to effectively interact with stakeholders at all levels of the organization.
Strong leadership abilities with experience in managing and developing teams.
Proficiency in using contact center technologies and quality monitoring tools
Six Sigma Green belt trained or higher experience preferred
Amenable to work onsite and work on a predominantly dayshift schedule
Proven ability to manage complex and sometimes varying expectations within a key support process
Proven ability to maintain valuable relationships with senior stakeholders
Proven ability to manage a virtualised team across multiple operating regions