Quality Manager

Probationarymid

OtherQuality Manager

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Quick Summary

Key Responsibilities

Designs and implements departmental action plans, policies and procedures as directed by Management and Training and Quality Assurance Director.

Requirements Summary

Bachelor’s degree in any field / course but preferably Statistics or Industrial Engineering Experience:

Technical Tools

OtherQuality Manager

Responsibilities

~1 min read

Designs and implements departmental action plans, policies and procedures as directed by Management and Training and Quality Assurance Director. Coordinates with other departments for calibration and support as necessary. Ensures the efficiency of the Quality Assurance Department by driving for the timely delivery of accurate data
Attends and / or facilitates conference calls and meetings with clients, Quality Assurance staff, or other internal departments regarding Quality Assurance data and issues. Spearheads and / or attends meetings and conference calls to ensure accurate dissemination of Quality Assurance specific items
Oversees the generation and finalizes reports drafted on Quality Assurance matters before forwarding and delivery to the requisitioning department / program / account. Oversees the proper collation of data provided by various parties. Makes recommendations as required by the department / program / account to address Quality Assurance specific issues / concerns. Ensures that reports are accurately processed, delivered and documented following departmental and company policies.
Keeps abreast on departmental morale as derived from discussions with Quality Assurance staff. Maintains an atmosphere of open communication by scheduling regular group discussions with the Quality Assurance staff to illicit information on needs, requests and issues currently faced. Designs and follows-through on recommendations to address and rectify such issues.
Analyzes the account performance based on, but not limited to, quality monitoring, customer feedback, First Call Resolution, Average Handling Time, etc.
Develops and maintains reports that enable the management of continuous performance improvement and operational excellence
Recommends process standard to ensure consistent methodology

Adopt and develop a management style of engagement, professionalism and openness.
Develop and communicate a clear vision of the business goals to drive results.
Build relationships with employees; establish rapport, trust and credibility
Evaluate and develop team members to align capabilities with roles business needs and career development.
Maintain clarity of and communicate the company’s vision and values
Facilitate communication and collaboration within the function and across Harte Hanks
Actively monitor and improve employee commitment, using the Harte Hanks employee survey tools and insights.

Leads/Manages all aspects of Quality excellence with emphasis on continuing to improve operating results and strengthening underlying processes
Manage and monitor senior business analysts and claim system development, enhancements, process and system procedure guides.

Supervises work of others, including planning, assigning, scheduling and reviewing work, ensuring quality standards.
Is responsible for hiring, terminating, training and developing, reviewing performance and administering corrective action for staff.
Plans organizational structure and job content.
Perform monthly and annual reviews and make appropriate wage and rate recommendations within budgetary limitations
Make training recommendations to ensure team member succeed
Monitor Telesales team telephone calls and provide feedback, counseling and coaching as required to ensure customer satisfaction and service remains high
Develop motivational and team building activities to maintain morale

Oversees the day-to-day operations of the Quality Assurance department. Monitors and follows up tasks delegated to Quality Assurance Assistant Manager and the Quality Assurance Supervisors that directly affect the productivity, efficiency, and expediency of department operations for both client-specific concerns as well as general department / company concerns

Designs structural changes for the Quality Assurance department aimed at improving efficiency and productivity of its services, in cooperation with the Human Resources, and the Organizational Development Team. Designs improvements to departmental structures geared at providing career opportunities and growth for Quality Assurance staff.
Maintains open communications with all internal departments and call center operation accounts / programs. Ensures that requirements of each party are clearly defined and expediently addressed and oversees the proper channeling of information between parties. Sets clear expectations on action plans, processes, procedures, and deadlines for each deliverable
Assist in problem-solving on related topics between user departments, service departments and vendors

Requirements

~1 min read

Bachelor’s degree in any field / course but preferably Statistics or Industrial Engineering

3-5 years Quality Assurance / Control experience in a Managerial / Senior Managerial capacity, preferably with in the call center, customer service, or any human capital-intensive organization (i.e. manufacturing)
Preferably with Six Sigma certification and/or In Search of International Organization for Standardization experience
1-3 years experience in process improvement methodology
3-5 years experience leading teams
1-3 years experience in project management methodology
3-5 years experience in call center industry

Working knowledge and technical understanding of Quality Assurance / Control principles, concepts, and practices preferably with in the call center, business process or customer service industry.
General / basic knowledge of call center operations and organization.
Proficiency with Microsoft Office applications I.e. Microsoft Word, Excel
Strong supervisory and people management skills
Time and project management skills
Excellent oral and written communication skills.
Good problem solving, decision making and analytical skills Required skill(s): leadership, team management, problem solving, project management, root cause analysis, communication skills, capacity planning
Six Sigma Green Belt training/certification highly desirable
Preferably COPC training certified (High Performance Management Techniques, Root Cause, Quality)
Proficient in Microsoft Windows applications (Word, Excel, Powerpoint, Outlook)
Knowledge of Visio and Minitab highly desirable