Sr Quality Manager

Sr Quality Manager

Sitel Licensed Insurance Services
Not Specified
Not Specified

Job Description



Qualifications pt 2

About Us

As caring for customers becomes the differentiator that drives consumer engagement and spend, Sitel is advancing its position as a world leader in outsourced customer experience innovation. With over 30 years of industry-leading experience, Sitel's 75,100 passionate and talented associates support more than 400 clients in 48 languages from 146 facilities strategically located in 22 countries. Combining comprehensive customer care capabilities, leading omnichannel solutions and unparalleled expertise across industries, Sitel collaborates with some of the best known global brands to help consistently deliver outstanding customer experiences. Sitel is a subsidiary of Groupe Acticall. Visitto learn more.

Job Summary

Achieve client established performance and productivity goals
Provide support to the site management team by identifying opportunities for achieving high levels of positive customer experience and leading the process and quality efforts to achieve them this includes hands-on data analysis and statistical process control, as well as providing direction and leadership to site analysts in this regard
Responsible for implementation and maintenance of all quality and other metric improvement projects and programs, including the quality/call monitoring process, pilots and design of experiments
Work with all levels of the management team, stakeholders, associates and client representatives, including daily interaction with site leadership

Qualifications

KNOWLEDGE / SKILLS / ABILITIES
Ability to work in a dynamic, fast-paced environment
Fundamental understanding of statistical process analysis
Demonstrated ability to develop productive interpersonal professional relationships and interact with all levels of internal and external clients
Solid understanding of math principle, charts and graphs
Ability to provide direction and coaching to Process and Quality Analysts
Ability to lead and facilitate teams in quality-related activities
Strong understanding of account management and operational processes desired
TRAININGS / CERTIFICATIONS
Six Sigma certification and/or COPC training and/or certifications preferred

Qualifications pt 2

KNOWLEDGE / SKILLS / ABILITIES
Ability to work in a dynamic, fast-paced environment
Fundamental understanding of statistical process analysis
Demonstrated ability to develop productive interpersonal professional relationships and interact with all levels of internal and external clients
Solid understanding of math principle, charts and graphs
Ability to provide direction and coaching to Process and Quality Analysts
Ability to lead and facilitate teams in quality-related activities
Strong understanding of account management and operational processes desired
TRAININGS / CERTIFICATIONS
Six Sigma certification and/or COPC training and/or certifications preferred
KNOWLEDGE / SKILLS / ABILITIES
Ability to work in a dynamic, fast-paced environment
Fundamental understanding of statistical process analysis
Demonstrated ability to develop productive interpersonal professional relationships and interact with all levels of internal and external clients
Solid understanding of math principle, charts and graphs
Ability to provide direction and coaching to Process and Quality Analysts
Ability to lead and facilitate teams in quality-related activities
Strong understanding of account management and operational processes desired
TRAININGS / CERTIFICATIONS
Six Sigma certification and/or COPC training and/or certifications preferred

Job Details

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