QUALITY OPERATIONS MANAGER

Job Title.
Quality Operations Manager Job Description Our teams core responsibility is to ensure our customers are supported throughout their pre and post flight journey.
We have a multi-channel support offering which consist of voice, email, chat, social and will soon enter the world of messaging.
Our team is supported by 2 fully Outsourced Contact Centre suppliers consisting of approx.
advisors across Europe, India, South Africa and the UK operating 7 days a week.
The successful candidate will based in Lisbon and their key responsibility will be to support the service providers to achieve great performance on quality, enhance customer experience, reduce error, improve process.
In addition, the successful candidate will work closely with our Customer experience team and other internal teams to support everything related to delivery of quality and processes within the Customer Management Centres.
Be responsible for end-to-end quality framework, managed by our suppliers, ensuring that it meets contractual expectations.
Work with a broad range of stakeholders within the company and our suppliers, acting as a point of contact for CMC quality and risk.
Develop active engagement across all stakeholders to increase quality and risk awareness and understanding.
To support in identification and delivery of operational improvements across the CMC, through either quality or continuous improvements efforts.
Working directly alongside our suppliers to assess quality issues, conduct root cause analysis, recommend insights, develop improvement plans, and collaborate with operations teams to improve quality performance.
Proactively identifies opportunities for quality improvement using existing framework and controls and coordinates with different functions – e.
.
operations, training, and reporting.
Maintaining quality governance artefacts to demonstrate the effects of the quality framework as specified in the contract.
Supporting with embedding the longer term quality strategy consistently across the sites.
Supporting and managing calibrations sessions and other quality functions.
Aligning quality objectives with the overall strategic goals and KPIs.
Utilising data analysis to extrapolate insights and present output to key stakeholders.
Encourage collaboration between the quality and training functions to reinforce the life cycle between the two components and their reliance on each other to continuously improve the customer service.
Support in preserving brand management.
Champion a consistent quality framework across multiple suppliers located in multiple countries.
Accountable for upkeep and maintenance of day to day process and knowledge management, as well as responsibility for deployment of any process changes.
To support in identification and delivery of operational improvements across the CMC, focussing on financial benefits as well as improving the customer experience.
Candidate Profile.
3-5 years’ quality management experience within customer services or contact centres Strong communication and calibration skills Fluent in English plus another European language A keen eye for detail and a results driven approach Analytical skills Excellent stakeholder management and collaboration skills Be confident in presenting operational output and recommendations to CMC stakeholders Be a business-focussed, creative, innovative pragmatic and positive team player Ability to thrive in a fast-paced environment and independently manage priorities and challenges to balance delivery across multiple suppliers located in multiple countries Availability to travel (the role will require frequent travels to Luton and a yearly to our operations within Europe and SA) Location.
PRT Lisbon - Av.
Mediterraneo, N°1 Language Requirements.
Time Type.
Tiempo Completo If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents Misión.
Nuestro objetivo es ser la mayor empresa del mundo en servicios de atención al cliente, en diversidad y en talento.
Lo lograremos gracias a nuestra cultura.
Concentrix CVG Corporation es una empresa que fomenta la igualdad de oportunidades.
Quienes somos.
Somos una compañía única.
Somos fans de nuestros empleados, les ayudamos a desarrollarse constantemente y a alcanzar sus objetivos profesionales.
¡Somos una multinacional líder que te ofrece posibilidades infinitas! Descripción de la empresa.
Destacamos en un mundo multitudinario.
Creemos que la experiencia lo es todo.
Para lograr unos resultados sobresalientes, estamos alterando el mercado al estar totalmente concentrados en hacer los negocios de nuestros clientes mejores.
Reunimos a las mentes más brillantes y creativas del sector, soluciones tecnológicas vanguardistas, experiencia probada en “design thinking” y centros que ofrecen experiencias excepcionales al cliente.
Nuestros clientes también notan la diferencia...
mayor lealtad de los clientes, mejora del rendimiento empresarial y diferenciación en los mercados.
Como organización diversa y global, tenemos ideas novedosas y poco convencionales y ofrecemos experiencias extraordinarias al cliente casi 750 de las mejores marcas del mundo.
Concentrix.
Una empresa apasionada impulsada por gente apasionada.