English Quality Manager Role in Lisbon

4 semanas atrás

Lisboa, Portugal DK Global Recruitment Tempo inteiro

Job Posted:
- 25/04/2023- Start Date:
- 10/05/2023- Job Ref ID:
- DKTML231- Recruiter:
- Deepak Kumar- Employer:
- Multinational- Country:
- Portugal**City/Town**:

- Lisbon

**Industry**:

- BPO/Call Center
- Project:
- Confidential**Job Profile**:

- Customer Service
- Salary Package PM:
- 2100 - 2150€- Work Permit:
- Not Provided**Relocate Help**:

- Not Provided

**Contract Type**:

- Permanent
- Work Location:
- Work From Office**Work Schedule**:

- Monday - Friday
- Experience Req:
- Not Required- Education Req:
- Graduate- 1st Language Req:
- English- 2nd Language Req:
Our clients are highly-reputed companies with constant growth in the international market and we are pleased to find good employees for them. Thus, you should not hesitate to contact us regarding any kind of queries you have, related to jobs and career advice.

**Responsibilities**:

- Establish and maintain Quality Management system for the account.
- Works with the site team to achieve optimal results on efficiency and other operational key metrics (i.e., First Time Resolution, AHT, shrinkage, Utilization, Quality Alignment, RCA Alignment etc.) through gap analysis and process improvement projects.
- Design and implement KPI measures, measurement systems and visual tracking controls/dashboards to manage process performance for sustainability and continuous improvement.
- Driving ROI / Value Added approach by driving process improvements and business transformation.
- Works with the site/client team in upholding compliance in all organizational standard procedures and policies.
- Supervise execution of transactional quality audits to position Transaction monitoring as a leading indicator of operational results and identify process improvement opportunities.
- Analyze current situation (As-is), identify improvement opportunities and recommend measures (To-be) to re-engineer processes.
- Should liaise with the Process Heads / Client to Identify Opportunity Areas & Prepare and Implement Improvements.

**Requirements**:

- Proficient in English Language
- Bachelor’s Degree (any discipline) with 7-10 years of overall experience
- Amenable to work on shifting schedule, holidays, weekends, and rest days
- Lean Six Sigma Green Belt trained/certified preferable.
- Experience with structured process improvement methodologies, but not limited to Lean
- Demonstrate excellent communication skills
- Out of the box thinker to develop tools and processes for best utilization of resources.
- Ability to manage Internal and external clients, Strong conflict management skills.
- Ability to manage team of TLs and QAs
- Excellent skills on Excel/Quality Tools / Data Analysis /Analytical Skills / Reporting.

**Benefits**:

- Attractive Salary
- Monthly performance bonus
- 2 Extra salaries paid per year
- Training provided (Paid)
- Extra payment for overtime
- International working environment

**Why use a Recruitment Agency?**

You are given extra support in preparing for interviews
You have a contact person who gives you all the details of the job
You don’t have to face the situation where company do not reply to you for days

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