Clark | Quality Manager

Overview

We design, build and deliver end-to-end CX for many of the world’s most respected digital-born and vertical leading brands. Our comprehensive east-to-west global footprint in 31 countries across five continents, with 60,000+ people and 60 languages, enables flexible solutions that harness our unique expertise in cultural nuance – essential for true excellence in CX. We have deep domain expertise in tech-augmented front-to-back-office CX, Digital Consumer Engagement, CX Consulting, and an innovative suite of Proprietary Digital Solutions for industry verticals. We are a Global Leader in Content Services, Trust & Safety. The real Majorel difference lies in our culture of entrepreneurship. We are relentless, resourceful, resilient and agile – all pulling together as One Team to deliver the total reliability and digital transformation necessary in our constantly changing world.

Position Summary

The Quality Manager oversees the Contact Center Quality program and provides direct support for Transaction Monitoring requirements, or Sales Verification or other requirements for a program or a vertical account within a site or across multiple locations. This incumbent will supervise all personnel assigned to the quality program. This individual is responsible for the accuracy of evaluations, analysis and overall performance of the Transaction Monitoring (Quality Coach) Team. Additionally this incumbent is responsible for staff and program development. The Quality Manager identifies account-level performance opportunities by KPI up to and including customer experience (CSAT) drivers, sales conversion influencers, customer satisfaction levers, agent learning opportunities, and knowledge management improvement areas by client program. The Quality Manager works closely with the Operations team in support of clients and programs and has direct client interface to oversee the overall quality program.

• Maintain and monitor accurate performance trends for each direct report as well as the overall team performance.
• Manage resources across the assigned vertical/portfolio (i.e., personnel schedules, technology by account needs).
• Evaluate and manage staff effectiveness by partnering with operations to create improvement action plans.
• Identify and develop programs for overall quality improvement.
• Ensure facilitation and coordination of calibration processes and sessions (internal and external).
• Develop and maintain strong working relationships with internal operations personnel and clients.
• Establish rapport and effective working relationships with client services and vertical/portfolio business owners to understand account-specific needs.
• Oversee and administer audits of key support processes within each account.
• Conduct periodic audits of staff and departmental processes and recommend changes.
• Ensure consistent application of the quality process/system.
• Attend and/or facilitate client calibration or monitoring sessions.
• Facilitate quality training and/or initiatives as needed.
• Deliver client-facing presentations related to contact center quality.
• Oversee day-to-day supervision of the program, including work assignment, performance and attendance oversight; administers coaching and development for the Transaction Monitoring team and related performance management responsibilities; participates in selecting, training, developing, and completing performance appraisals per policy and applicable law.
• Identify and develop continuous improvement opportunities applicable to account, workgroup and department using common process methodologies.

• Proven ability to manage people, processes, and technology.
• Strategic thinker with strong analytical skills.
• Excellent understanding of QA principles.
• Client relationship exposure.
• Experience developing a QA team/program in a call center environment.
• Superior written and verbal communication and presentation skills.
• Excellent leadership and developmental skills.
• Track record of managing new initiatives while meeting operating and budgetary requirements.
• Strong knowledge of call center software, technology and key indicators.
• High internal customer focus orientation.
• Excellent time management; planning/organizing/prioritizing skills.
• Minimum 2 years of direct supervisory experience within an inbound/outbound contact/call center.
• Proficiency with Microsoft Word, Excel, PowerPoint, and Outlook.
• Call center operations experience.
• Strong working knowledge of Transaction Monitoring systems (e.g., Nice, Witness, Verint).
• Highly analytical with strong presentation skills; team-oriented and able to manage a team across multiple sites or virtual environments.
• Self-motivated and performance-oriented with excellent oral and written communication in English.
• Ability to build rapport and work effectively with all levels of management and clients.
• Ability to travel.

• Top-tier quality experience; program-level experience required.
• College experience or related work experience.
• 3–5 years of relevant supervisory experience.
• Strong background and knowledge in quality assurance areas.
• Strong business process improvement knowledge and/or training preferred.
• COPC, APAQ, Transaction Monitoring, Six Sigma background/experience preferred.
• Completed course in Transaction Monitoring/Call Center Quality Program preferred.

Majorel Philippines Corp. is an Equal Opportunity Employer and believes that all persons are entitled to equal employment opportunity, and the Company does not discriminate against its qualified employees or applicants because of race, color, creed, religion, sex, gender, gender identity, sexual orientation, marital status, political affiliation, union membership, national origin, ancestry, citizenship status, veteran status, age, physical or mental disability, genetic information or any other status protected by applicable federal, state or local law. Equal employment opportunity will be extended to all persons in all aspects of the employer-employee relationship, including recruitment, hiring, upgrading, training, promotion, transfer, discipline, layoff, recall and termination.