Quality Manager

Randstad este lider global în recrutare și gestionare de personal. Încă din 2016, suntem prezenți pe piața din România, în București și în Slatina. Având un număr de peste 130 de consultanți, peste 300 de clienți activi și minim 3000 de angajări pe an, contribuim la evoluția pieței muncii din România și ne apropiem de obiectivul nostru global de a impacta pozitiv viața profesională a oamenilor care au nevoie de un loc de muncă până în 2030.

Randstad is seeking an Quality Manager for a well known multinational outsourcing company.

Main Job Requirements

Required Skills

• Proficient in using MS Office;
• Language level : English – min. B2.

Competencies and Specific Skills

• Stress tolerance;
• Team building /teamwork;
• To be defined locally;
• Communication skills;
• Time Management;
• Management Skills;
• Problem solving;
• Analytical Ability;
• Interpersonal Skills.

Education and Specific Training

• Completion of internal Agent development initiative like JUMP (preferred);
• Product knowledge.

Work Experience
• minimum 6 month work experience in a Call Center Environment as an agent OR completion of internal Agent development initiative like JUMP (preferred);
• To be defined locally.

• Ensure consistency in approach of the verification staff through adhering to TP monitoring/validation processes;
• Adheres to internal processes/procedures to ensure that compliance activities are fully and accurately documented as required;
• Ensure that the team meets productivity and margin targets;
• Confidently undertakes root cause analysis in order to understand, identify and report on compliance performance and opportunities for continuous improvement;
• Works in collaboration with operational stakeholders in order to promote and support compliance related activity;
• Documents the control methods regarding the quality KPIs and the reporting system;
• Implements effective quality controls as per approved documentation requirements;
• Develop reports to inform about top call drivers and main opportunities found;
• Attend internal & external call calibration sessions and meetings;
• Provide robust reporting on both qualitative and quantitative KPI to COO;
• Work closely with the team of QA Analysts to develop and implement effective action plans to improve quality and related metrics;
• Follows-up on and closes pending preventive and corrective action requests;
• Collaborate with the Operations department to identify areas of improvement based on historical data provided by the team of QA Analysts as well as data coming from Operations department;
• Assist the management team and provide QA support as necessary;
• Primary point of contact relative to QA processes, tools and staff;
• Develops and ensures daily execution of QA processes via oversight and support to the QA Analysts for each project;
• Provides data intelligence relative to team-wide behavior opportunities. Leads QA improvement initiatives in conjunction with Operations, Training and Account Managers.