Service Quality Manager in Customer Care
4 days ago
Service Quality Manager
We are seeking a highly skilled Service Quality Manager to join our team in Johannesburg. As a Service Quality Manager, you will be responsible for ensuring that our customers receive the highest level of service quality.
Responsibilities
- Manage day-to-day activities of the team.
- Identify focus teams each month and provide materials for coaching and training.
- Monitor and evaluate calls.
- Provide analysis in evaluated calls.
- Conduct calibration sessions and facilitate synergy sessions/team huddles.
- Develop and implement training strategies.
- Work closely with other members of the Training and Call Quality team.
- Create governance reporting.
- Enforce Genpact's guidelines and policy.
- Partner with training and other support functions.
- Track, analyze and monitor performance.
- Stay up-to-date with best practices.
Requirements
- Experience as a trainer, front-line manager, quality analyst or similar in a voice process.
- Very good understanding of customer service integral components.
- Self-motivated with ability to work both independently and as part of a team.
What We Offer
- Attractive salary and benefits.
- Opportunity to work in a multicultural environment.
- Variety of trainings.
- Development opportunities.
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