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THE COMPANY: S&P Data is a leading North American Contact Center serving a wide variety of Fortune 500 company as the point of contact for their customers. Operating since 2004, we are proud to be providing employment opportunities in 7 locations across Canada and the USA. Do you like building things from the ground up? Are you fired up by helping others reach success? Do you have experience working in a leadership role within a call center environment? This just might be the perfect job for you. We offer full-time employment with a competitive wage and a comprehensive Employee Benefit Plan including medical, dental, and vision care. Summary of Duties::
The Quality Manager’s main responsibility is to meet the needs and expectations of the client and corporate channels. His/her team will be responsible for the management of the day to day operations of the Quality Department and ensuring the organizational compliance to internal and external expectations. He/she in conjunction with the Operations Manager will also be responsible for the developing the quality team.
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Main Responsibilities: · Direct and Manage Quality Assurance department across all Fido locations to ensure Quality performance metrics are being measured and met as per the program expectations · Assist in assessment of employee skills to identify coaching opportunities · Provides professional communication to the client and upper management in regards to quality compliance. · Submit daily, weekly and monthly reports to management and clients upon request regarding call insights, trends and issues. · Works closely with all levels of employees to identify areas of opportunities, best practices and process improvements as it relates to the QA department. · Measures and reports on the proficiency of the QA group as well as coach and develop QA’s to meet performance metrics · Ensures that all associate evaluations and coaching are completed in a timely manner · Responsible for new QA hiring, onboarding and training to maintain support ratios · Manage performance of the QA team, coach individual analyst, create coaching plans as required · Ensures that all QA’s undergo weekly calibration sessions to ensure the QA team is calibrated across the program and at the different locations · Responsible for the client tool certification process / tracking the Nova Certification · Ensures that all client requests for recordings are completed within the timeline provided by the client · Liaise with the Operations team regarding trends and areas of opportunity · Other special projects and duties as requested or assigned
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Skills and Qualifications:
· Post-secondary education and/or formal training in a related area is an asset · Bilingual in Both English and French is an asset · Minimum of 3 years’ experience in Quality Assurance preferred supervisor capacity · Proven knowledge of QA metrics. · Direct or indirect sales experience is an asset · Working knowledge of MS Office applications · Background in a contact center or customer care environment is an asset · Strong team development and communication skills · Appreciation of diversity · Excellent ability to relationship build · Effective coaching skills and a persuasive communicator · Strong verbal and written communication skills are essential · Flexibility to work additional hours as dictated by business needs
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Personal Attributes:
· Capable of managing multiple, simultaneous projects · Ability to innovate, motivate and educate · Ability to demonstrate outcomes generated as a result of training · Strong time management skills · Ability to work with minimal supervision and tight time lines · Ability to become the subject matter expert on a variety of topics
INCLUSION AND EQUAL OPPORTUNITY EMPLOYMENT S&P Data is an equal opportunity employer. In addition, S&P Data is committed to providing accommodations for applicants upon request at any stage of the recruitment process in accordance with all legislative requirements. Please let us know if you require an accommodation due to a disability during any aspect of the recruitment process and we will work with you to address your needs. |