Assistant Quality Manager

Overview

The Assistant Quality Manager will lead a team of quality admins and analysts as direct reports for multiple projects with multiple clients. He or she will conduct formal observations and provide feedback and coaching to all direct reports. This position assesses multiple client performance needs to drive quality initiatives and identifies and arranges suitable solutions. The quality manager will cultivate client and account relationship through multiple channels to ascertain and maintain an ongoing partnership resulting in continual performance improvement

Responsibilities

• Responsible for selecting, training, developing, and managing the performance of direct reports; providing prompt and objective coaching and counseling.
• Administer IBEX policies and procedures to assure consistency.
• Support the Mission and Core Values of IBEX Global Solutions and act as a role model for these values to all employees of the Company.
• Coordinate, plan, and assign work for staff in accordance with available resources and business demands.
• Review key drivers, metrics and operational processes (including Training) that drive Balanced Scorecard and account profitability goals
• Complete daily, weekly and quarterly reporting for each supported account.
• Maintain accurate measurement and reporting of all assigned quality metrics to establish accurate statistical baselines and to assist in ongoing analysis of accounts.
• Manage overtime and PTO usage of direct reports.
• Track performance of new hire metrics to provide feedback to the site(s) on areas of opportunity.
• Contributes to continuous improvement through on-going collection and analysis of data and information regarding customer requirements and process.
• Proactively identify performance-related opportunities by KPI up to and including customer experience drives, sales conversion influences, customer satisfaction levers, agent learning opportunities and knowledge management improvement areas by client program to achieve departmental effectiveness and quality standards.

Qualifications

EDUCATION/EXPERIENCE:

• Bachelor’s Degree in Business or related field.
• 4+ years’ experience in quality assessment or internal auditing.
• 2+ year’s previous management experience.
• BPO experience is mandatory. 

SPECIALIZED TRAINING/CERTIFICATIONS:

• Maintain QA certification
• Complete QA Training Program 

QUALIFICATIONS/SKILLS:

• Ability to support the Mission and Core Values of IBEX Global Solutions.
• Proficiency with MS Office Suite (Word, Excel, Outlook.)
• Excellent communication, written and interpersonal skills.
• Acute attention to detail, problem solving and multi-tasking skills.
• Proficiency in use of Quality databases and applications.
• Experienced and effective in conflict resolution and relationship management.
• Must be highly organized and detail-oriented with the ability to handle multiple priorities and complete tasks/projects to meet specified deadlines.
• Must possess a positive, solution-oriented and customer-focused attitude.
• Ability to interact with all levels of personnel in a diverse workforce.