Job Description

Quality Supervisor
PURPOSE OF THE ROLE:
• This role is responsible for customer satisfaction and quality assurance in accordance with the client and Majorel standards
• This position should ensure that quality procedures are documented, audited and maintained
PREREQUISITES FOR HIRING:
LANGUAGE SKILLS:
• Proven superior verbal and written communication skills (including business / professional writing) in English and preferably at least one other language, ability to communicate adequately on all management levels
EDUCATION / EXPERIENCE:
• Minimum of 1 year of relevant work experience in a quality management related function in Call Centre or similar business
COMPUTER SKILLS:
• Good knowledge of Office applications (Excel, Word, PowerPoint, OneNote), high IT affinity
OTHERS:
• Structured and self-reliant way of working
• Strong organizational, time management and prioritization skills
• High focus on customer satisfaction
• Analytical thinking; quick learner; hands-on mentality

RESPONSIBILITIES AND TASKS:
• Represent Majorel and the client in a professional manner
• Adhere to local call center processes and ensure workload is accurately captured
• Plans, directs and supervises the work activities of the quality team members namely the Quality Specialists
• Meets department budget goals by controlling costs for equipment and personnel by maintaining appropriate ratios for the Solution Coaches
• Enhance the goal of quality support by providing individual coaching feedback sessions to the direct reports and weekly one on ones that focus on improving customer satisfaction
• Ensures Quality staff constantly meet the required level of expertise and correctly adhere to quality and training procedures
• Manages and motivates the team members
• Accountable for QoS / CSAT related KPIs [aligned with Ops targets]
• Floor presence and triad coaching requirements
• Responsible for comprehensive regular QoS / CSAT analysis
• Evaluates daily key performance indicators and develops improvement needs
• Continually evaluates reports for CSAT and QM target achievement
• Flags possible issues and advises on effective approaches to address these
• Creates a culture of continuous improvement
• Derives structured improvement actions based on data and process analysis – both for emerging issues and to drive continuous improvement
• Accountable for deploying the Quality Framework and aligning all quality-related activities within the account supported.
• Maintenance and regular review and adjustment of transaction monitoring forms and guidelines
• Maintenance of quality processes documentation for designated LOB
• Supports implementation of best practices and maintains COPC standards and processes
• Prepare and represent QoS/CSAT related information in WBR and MBR aligned with Ops Manager and in coordination with TQM
• Develop weekly ART (Agent Round Table) together with Ops Manager
• Coordinates with TQM (Training and Quality Manager) and aligns with peers and internal department heads
• Engage with client to drive resolution for CSAT data integrity issues
• Maintain and internally communicate improvement action plans (CAN/CAP process)

SKILLS AND KNOWLEDGE:
• Knowledge of Majorel offer - high-level knowledge all supported (Microsoft / other) LOBs
• Knowledge of call center processes including utilization tracking – time tracking tool taxonomy, functions, reports, impact on invoice etc.
• Program and business process knowledge for designated LOB(s)
• Knowledge of Majorel departments and over-arching processes - e.g. IT ticket, user admin/starter-changer-leaver…
• Knowledge of contractual requirements and legal requirements and limitations (client contract, labor law for supported locations, Majorel regulations)
• Knowledge of SOW requirements for CSAT, training and quality monitoring; all KPI targets
• Quality Specialist scheduling, coaching board
• Feedback and motivational (leadership) skills
• HR instruments, Majorel leadership essentials
• Resource, headcount and budget planning
• Hiring process TQ roles - AC process and scoring attributes; new coach/trainer training
• Time management through task lists
• Performance management system, bonus schemes - local structure and best practice in setting up bonus scheme for TQ roles
• Coach shadowing and individual calibration, transaction monitoring process compliance dashboard (COPC compliance report), CAT calibration
• Knowledge of survey process - client source, data flow, filters, questionnaire and rules
• CSAT upload and enrichment processes (Microsoft Voice or other source + CSDQ upload tool; verbatim categorizer / CAT)
• Understanding of KPIs – definition, targets and calculation (source, reports)
• Ability to analyze critical call center metrics; identify drivers and possible impact related to customer and market interactions
• Excel and statistical software e.g. SigmaXL or Minitab
• Analytical skills, analysis methods: Pareto, trend charts, correlation
• Process control, process mapping, process analysis
• Ability to transfer quality and operational KPIs into team/ individual targets and detailed action plans
• Solution-oriented thinking
• Understanding the relative impact, costs and benefits of potential actions
• Action plan structure – internal and client-facing
• Basic knowledge of HR processes for CSR-level actions – limitations, bonus and incentive structure
• Knowledge of survey process and quality framework
• Standard reports (trend charts, driver charts, …)
• Transaction monitoring and ongoing CSAT data analysis processes as per Majorel Quality Manual and/or client process (including monitoring attributes; CCE versus dsat drivers; calibration processes)
• TDB usage and reports; AQM usage and processes
• Knowledge of monitoring form and business processes - business impact (financial or similar) of agent actions for defining BCE, compliance rules for CoCE, CSAT impact / correlation analysis for CCE
• Understanding of quality processes, tools and measures to improve individual/team and overall performanceProcess documentation standard, ISMS templates; Visio flow chart creation expertise
• Knowledge of soft skills training / approach and expertise in customer service
• Excellent communication and presentation skills internally and externally
• WBR / MBR structure
• ART process
• Assertiveness, negotiation skills
• CAP/CAN process