Performance Improvement Manager

MISSION

Represents and encourages a performance improvement culture within the company, working together with Operations and Support departments, supporting them to manage performance Improvement to help on the increase of efficiency and client/customer satisfaction.

Responsible to ensure in the company Compliance related to Quality/PeakOS and Security standards and policies.

ABOUT THE JOB

Identifies opportunities/issues, defines and manages performance improvement projects using the Lean/Six Sigma methods to drive specific targeted project goals, and works with trends and variation to prevent target failures.

Properly track success measures to effectively execute improvements, drive performance goals and demonstrate value added to our CX activity.

Recommends solutions and controls, and implementing approved recommendations. Implements and ensures accurate quality &performance measurements and tools are implemented, such as PeakOS, QMS and ISMS

About Us

Foundever® is a global leader in the #CustomerExperience (#CX) industry. Create Connection. Value Conversation.

Job Summary

Job Summary:

We are seeking a dedicated and experienced Quality Coaches Supervisor to lead our quality assurance team within Foundever

The ideal candidate will be responsible for overseeing the quality coaching processes, developing team members, managing client relationships, and ensuring exceptional service delivery standards are met. This role requires strong analytical skills, effective communication, and the ability to foster a culture of continuous improvement.

Primary Job Responsibilities

Key Responsibilities:

• Supervise and manage a team of Quality Coaches, providing guidance, support, and performance feedback.
• Develop and implement quality assurance policies, procedures, and standards to improve the overall performance of the contact center.
• Monitor calls, chats, and emails to assess adherence to quality standards and compliance with company policies.
• Analyze quality metrics and trends to identify areas for improvement and collaborate with operations to implement corrective actions.
• Conduct regular training sessions for Quality Coaches and frontline staff to enhance their skills and knowledge of quality standards.
• Prepare and present quality reports to senior management, highlighting key performance indicators and improvement initiatives.
• Attend and participate in Weekly Business Reviews (WBR) and Monthly Business Reviews (MBR) with clients to discuss quality metrics, performance, and strategies for improvement.
• Build and maintain strong relationships with clients, serving as a point of contact for quality-related inquiries and feedback.
• Collaborate with clients to understand their quality expectations and tailor quality assurance programs to meet their needs.
• Foster a positive team environment that encourages open communication, teamwork, and accountability.
• Stay updated on industry best practices and emerging trends in quality assurance within the BPOs.

Required Skills:

• Strong analytical and reporting abilities.
• Proficient in using quality monitoring tools and CRM systems.
• Solid understanding of contact center operations and metrics.
• Quality Assurance Leadership
• Monitoring and Reporting
• Collaboration and Feedback
• Continuous Improvement
• Compliance and Standards

Experience:

• At least 2-3 years of experience in a quality assurance or related role in a contact center.
• Proven experience leading teams and managing quality initiatives.
• Proven experience managing client relationships
• C1 English language

KEY RESPONSIBILITIES

• Understand and Meet all project goals (Quality, Delivery and Cost) and work together with Operations and support departments to control and track KPIs correctly and effectively 

• Identifies opportunities/issues, defines and manages performance improvement plans, with action plans, Bridge Plans and Glide Paths.

• Support Operations Managers, performing root cause analysis and implement Bridge/glide/action plans to improve performance and client/customer satisfaction

• Responsible for the implementation, compliance and improvement of the Foundever Peak Operating Standards PeakOS.

• Ensure and promote project Compliance related to Quality and Security standards and policies ISO and PCI or any client requested certifications.

• Implementation and control of Quality Monitoring Master Plans, supporting and improving Quality monitoring programs and CXpert program.

• Recommends solutions and controls, and implement approved recommendations. 

• Point of contact of internal and external audits planning & management and provide the focus, direction, and control.

• Responsible to Identify, log and track Nonconformity and corrective actions in order to avoid possible recurrences 

  OTHER QUALIFICATIONS

  Education

  Preferable college degree or related work experience

  Work Experience

  Experience Target (in this job or a related function/field):

  • Two years of contact center operational management experience

  • One year of demonstrated use of performance improvement methodologies or equivalent experience. 

  • Experience in QMS and ISM Systems.

  Languages

  • Fluency in English (required)

  • Other languages ( Valurated)

  Tools and Applications

  • MS Office applications (Excel, PowerPoint, Word)

  • Minitab or statical tools

  COMPETENCIES & BEHAVIORS

  • Analytical

  • Data-driven 

  • Self-m otivated

  • Independent

  • Tech-savvy

  • Teamwork

  • Stakeholder management

  • Communication & presentation

  • Obsessive about data

  • Passion for improvement

  • Willingness to learn new skills 

  KNOWLEDGE& EXPERIENCE

  • Performance and Quality Improvement principles, methodologies, best practices and tools.

  • Ability to resolve problems and present appropriate business solutions and recommendations. 

  • Strong analytical and project management skills with the ability to manage multiple tasks simultaneously.

  • Knowledge of Contact Centre/Operational environment Ability to resolve problems and present appropriate business solutions and recommendations. 

  • Strong interpersonal skills demonstrating the ability to work independently and with a cross functional team,

  • Excellent technical (MS Word, and Excel) and math/statistical skills. 

  • Effective time management.

  • Ability to work in a dynamic, fast-paced environment.

  • Demonstrated ability to develop professional relationships and interact with all levels of internal and external clients.

  LEADERSHIP TOUCH

  • Ability to timely and effectively advise internal stakeholders by providing them with clear, concise practical advice and creative solutions 

  • Ability to think in integrated solutions and support sales and business development with subject matter expertise.

  • Ability to manage large scale, cross-functional projects.

  • Attention to detail required, ability to understand macro to micro operational perspective