The Profile will drive Quality strategy and execution specific to Digital Technical Support Customer Contact handling, focusing on Quality Assurance Processes and KPIs. This role offers an exciting opportunity for analytical, creative, forward thinking, digitally-savvy individuals who want to help Digital and Devices Customer Service, building next generation Technical Support. The ideal candidate will be customer centric, have a sound understanding of digital products and their life cycle, customer experience management and a proven history of driving initiatives. The QA Manager will understand the business metrics, build a story which summarizes holistic quality performance, identify solutions and implement the necessary actions across languages and marketplaces. He/she will then own those actions and drive the required changes with his team and stakeholders, leading to improved performance. The QA Manager will raise the bar of the standards to drive a stronger customer centric experience for Digital and Devices Customers.
Lead the Quality Assurance (QA) function for multilingual D2CS Technical Support, across all sites, managing distributed team of QA Specialists
Work with Intelligence and Analytics D2CS teams to identify customer experience improvement opportunities and to drive process and performance improvements across regions and languages.
Monitor and report on Quality metrics, deep dive in customer related data and identify trends/root causes in order to draw conclusions and design action plans, and long term Quality strategy.
Own the development of robust processes to drive continuous improvement
Liaise with the Project, Program, Training Teams to ensure new policies/processes/products are successfully scoped, rolled out and measured against key metrics
Provide D2TS Operations with a holistic view of customer performance and identify the levers which will drive improvements
Contribute to the development of reporting systems for all levels of the customer journey
Individuals in this role will:
Relentlessly advocate for customers
Be highly analytical, with a proven ability to analyze various data sources and identify root cause and defects/drivers of performance
Demonstrate ability to operate at both a strategic and operational level.
Credible and impactful both with Senior Operational and Business Leaders
Exhibit professional approach to working with colleagues across different channels, countries, at all levels, in both distributed and local teams
Have exceptionally high standards.
Able to overcome adversity/resistance to change and influence others to drive the highest results
Have entrepreneurial and action oriented with roll up the sleeves attitude.
Thrives in a fast paced, challenging and deadline driven environment
Enjoy working in international cross-functional teams
Customer analysis to drive process improvements through the application of Lean and/or Six Sigma tools and
concepts. Currently working as Sr. Manager / AVP Quality in MNC BPO.
Project management experience in driving Six Sigma / Lean Projects in the BPOs.
Experience in or demonstrated ability to lead people/teams without formal responsibility and interacting and
building rapport with teams of all levels
Experience communicating and presenting to groups
Analytical background - 7 Quality tools, SPC, Hypothesis Testing, Regression Analysis
Experience managing a project portfolio.
Six Sigma Green or Black Belt or Lean Certification
Mastery of SQL, SharePoint, Excel, Power Point, Word and a statistical package (e.g. JMP or Minitab)
Strong verbal and written communication skills.
Self-starter capable to taking initiative and working with minimal direction.