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Quality Assurance Team Lead – Managed Services

3 weeks ago

Cebu City, Central Visayas, Philippines Outforce Full time

Main purpose of role:

The Quality Assurance and Team Lead is responsible for the day-to-day leadership of their team, encompassing all aspects of performance, development, disciplinary actions, and HR duties. As a 'people' leader, the Quality Assurance and Team Lead ensures that all employees receive full support for their training needs, development, and future career progression. They oversee the effective operational function of their team and business area, ensuring high standards of business delivery and quality customer service that customers expect from Gamma.

Key responsibilities:

· The Quality Assurance and Team Lead will be responsible for the day to day management of the team, including all HR requirements like absence, performance, and resourcing  (i.e. appraisals, recruitment etc).

· You will build a clear picture of each of team member's performance on a daily/weekly and monthly basis ensuring that feedback is given to each team member every month through one to one's and quality monitoring sessions.

· You will also identify any knowledge and skills gaps and build plans to address these through coaching/training as needed.

· You will ensure the team operates efficiently to meet the demands of your business unit. Key responsibilities include monitoring and maintaining team productivity to meet workflow standards within set timescales. Additionally, you will develop and implement both real-time and historical monitoring and reporting tools to effectively manage team functions.

· You will support escalations and incidents in your area to ensure we protect our brand and mitigate the impact of service deterioration to our customers and partners. You will work with the team to understand the causation of escalations and incidents to reduce reoccurrence.

· You will work closely with the Customer Success Lead and other stakeholders to make sure that your team members are delivering on the overall goal and staggery of the business function. This will be done by proactively reporting on and feeding back on trends and insight aligned to the direction and goals of the wider team.

· You will champion the Gamma values and behaviours, ensuring that customer service skills are at the fore front of everything the team does.

· You will work towards reducing absence in the team, reporting monthly on progress and ensuring that all employees are fully supported. You will be responsible for recruitment of new agents for your team alongside you Customer Success Lead.

· You will work as part of Customer Operations for Gamma and where applicable support other teams to achieve the overall Operational goals; this may include supporting other workflows outside of your immediate team.

· You will report on KPIs agreed for the business unit and hold the team accountable for these KPIs, working to define and deliver service improvement plans with the Customer Success Lead and UK stakeholders as required.

Key relationships:

· Customers / Channel Partners

· Service Advocate

· Team Leaders

· Customer Success Lead

· Suppliers

· Internal technical and product team (TSC, OSS etc)

Requirements

Experience:

· A successful track record of working in a high-volume technical support or provisioning team as an advisor, coach or manager.

· Proven experience of coaching or managing a team through a period of significant change, whilst maintaining and improving customer satisfaction levels.

· Previous experience of managing the day to day function of a team and driving overall performance to a high standard whilst also recognising individual needs and catering to them accordingly.

· Experience managing 3rd party relationships and adherence to SLAs.

Key Skills:

· Excellent written and verbal communications skills, with an ability to adapt communication styles to individuals, minimum English standard - B2 or C1.

· Good people/stakeholder management skills.

· Excellent organisational skills, time management, and a recognised problem solver.

· High level of attention to detail and organisation, with a sense of ownership, pride and responsibility for accuracy of your own work

· Ability to effectively handle escalated customer queries.

· A genuine interest in your own development and learning needs, with the energy and desire to act on them to improve your performance.

· A professional, friendly and helpful demeanour, with the desire to create great working relationships with both colleagues and customers.