https://www.cvkeskus.ee/239871

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Quality manager

CV MARKET´S CLIENT

Tööpakkumine on aegunud!

Tööpakkumise number 239871

Tööpakkumise number

239871

Job Description

Roles and responsibilities:
· Owner of the Quality Assurance Processes on Norwegian Air Project

· Maintaining and developing the Quality Scoring system

· Developing and implementing of Guidelines for telephone conversations

· Development of Quality Assurance application

· Scheduling and reporting of own quality monitoring activities

· Quarterly quality monitoring checks of all team members on the project

· Storing of all QA files and ensuring the QA folder is kept up-to-date on Project ftp server

· Analyze available data (calls and QA reports) in order to improve the quality in the project

· Providing timely and regular feedback via reporting to the Project Manager and leadership team

· Development of clear procedures that are based on Project’s needs and will help simplify the processes and/or increase the efficiency

· Conducting quarterly QA feedback coaching with all Agents in all sites

· In cooperation with the Team Leader setting individual quality (and efficiency) related goals for each Agent that is under performing

· Following through together with the Team Leader on quality (and efficiency) related goals and providing necessary support to the Agent as needed and agreed

· Organize individual and team sessions in order to improve quality and give feedback on QA results

· Based on overall quality tendencies develop training materials and organize as well as conduct (group or individual) trainings

· Developing and keeping the new hire training plan as well as materials up-to-date

· Continuously look for methods of QA process improvement and cooperate with Project Manager when deciding on changes to existing procedures

· Maintain and help developing of a friendly, professional and cohesive work culture in line with Runway and Norwegian Air standards

· Represent Runway and its Clients in a professional manner at all relevant functions

· Develop and maintain personal knowledge related to the system, product and procedures, but also quality and coaching as an overall area

· Report all personal matters such as performance issues, disciplinary issues and resignations


Requirements

· Former leadership background

· Experience in training and/or quality assurance

· Fluent in Norwegian or Swedish and English, both oral and written

· Team player

· Able to work on their own

· Organized and good at managing their own time

· Goal oriented

· Flexible and able to travel on business

· Preferred contact center or customer service back ground


Company offers

Training
Business Trips
Challenging and creative work
International environment
Possibility to improve work quality and efficiency of the project
Stable salary
Excellent opportunity to practice your languages and develop new skills


Location:
Tallinn, Harjumaa
Job type:
full-time, employee
Expiration date:
27. september 2011
Published:
20. september 2011

CV MARKET´S CLIENT

Runway is a modern, fast-growing, International Customer Contact Center located in the city center of Tallinn. We provide a variety of communication related services to medium and large sized corporations around the world. By providing a quick, precise and professional service we are creating loyal customers for our clients in the technology, finance and travel sectors. Our customer base includes some of the world known brands like Hurtigruten, Samsung and Norwegian Air.