Service Quality Manager in Customer Care

4 days ago


Johannesburg, Gauteng, South Africa Genpact Full time

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

  1. Manage day-to-day activities of the team.
  2. Identify focus teams each month and provide materials for coaching and training.
  3. Monitor and evaluate calls.
  4. Provide analysis in evaluated calls.
  5. Conduct calibration sessions and facilitate synergy sessions/team huddles.
  6. Develop and implement training strategies.
  7. Work closely with other members of the Training and Call Quality team.
  8. Create governance reporting.
  9. Enforce Genpact's guidelines and policy.
  10. Partner with training and other support functions.
  11. Track, analyze and monitor performance.
  12. Stay up-to-date with best practices.

Requirements

  1. Experience as a trainer, front-line manager, quality analyst or similar in a voice process.
  2. Very good understanding of customer service integral components.
  3. Self-motivated with ability to work both independently and as part of a team.

What We Offer

  1. Attractive salary and benefits.
  2. Opportunity to work in a multicultural environment.
  3. Variety of trainings.
  4. Development opportunities.


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