Quality Control & Training Manager (CX)  

QC scope

• Lead a team of QC Specialists. Manage and monitor their tasks daily.
• Perform quality checks and audits of inbound and outbound calls to ensure that quality standards are being met and approved upon.
• Responsible for data quality review including, data quality reports, unapplied payment monitoring, unbilled monitoring (particularly service) and incompletion log monitoring.
• Provide call quality feedback to customer service and help them to improve.
• Participate in continuous quality improvement initiatives.

Training Scope

• Identify and assess future and current training needs through job analysis, career paths, annual performance appraisals and consultation with line managers in Customer Experience team.
• Draw an overall or individualized training and development plan that addresses needs and expectations.
• Deploy a wide variety of training methods.
• Conduct effective induction and orientation sessions.
• Monitor and evaluate training program’s effectiveness.
• Ensuring agents receive statutory required training and increase their quality score.

• Bachelor's degree from a reputable university.
• Have at least 5 years of experience in Customer Service or Quality Control role, with at least 2 years in leadership role.
• Exceptional communication and presentation skills.
• Ability to prioritize and manage multiple tasks.
• Strong problem solving skills required.
• Highly organized and attentive to detail.
• Self-starter with a strong ability to interact positively with inter- and intra-organizational groups and outside customer contacts.
• Strong interpersonal skills with mature, professional attitude and appearance.
• Commitment to ongoing learning and upgrading of skills.
• Ability to exercise independent judgment to determine issue and resolution.