Job Title:
Quality Operations Manager
Job Description:
Our team's core responsibility is to ensure our customers are supported throughout their pre and post-flight journey. We have a multi-channel support offering which consists of voice, email, chat, social, and will soon enter the world of messaging.
Our team is supported by 2 fully Outsourced Contact Centre suppliers consisting of approx. 1800 advisors across Europe, India, South Africa, and the UK operating 7 days a week.
The successful candidate will be based in Lisbon and their key responsibility will be to support the service providers to achieve great performance on quality, enhance customer experience, reduce error, and improve processes.
Key Responsibilities:
Be responsible for end-to-end quality framework, managed by our suppliers, ensuring that it meets contractual expectations.
Work with a broad range of stakeholders within the company and our suppliers, acting as a point of contact for CMC quality and risk.
Develop active engagement across all stakeholders to increase quality and risk awareness and understanding.
Support in identification and delivery of operational improvements across the CMC, through either quality or continuous improvement efforts.
Work directly alongside our suppliers to assess quality issues, conduct root cause analysis, recommend insights, develop improvement plans, and collaborate with operations teams to improve quality performance.
Proactively identify opportunities for quality improvement using existing framework and controls and coordinate with different functions – e.g. operations, training, and reporting.
Maintain quality governance artifacts to demonstrate the effects of the quality framework as specified in the contract.
Support with embedding the longer-term quality strategy consistently across the sites.
Support and manage calibration sessions and other quality functions.
Align quality objectives with the overall strategic goals and KPIs.
Utilize data analysis to extrapolate insights and present output to key stakeholders.
Encourage collaboration between the quality and training functions to reinforce the life cycle between the two components and their reliance on each other to continuously improve customer service.
Support in preserving brand management.
Champion a consistent quality framework across multiple suppliers located in multiple countries.
Accountable for upkeep and maintenance of day-to-day processes and knowledge management, as well as responsibility for deployment of any process changes.
Support in identification and delivery of operational improvements across the CMC, focusing on financial benefits as well as improving customer experience.
Candidate Profile:
3-5 years' quality management experience within customer services or contact centres
Strong communication and calibration skills
Fluent in English plus another European language
A keen eye for detail and a results-driven approach
Analytical skills
Excellent stakeholder management and collaboration skills
Confident in presenting operational output and recommendations to CMC stakeholders
A business-focused, creative, innovative, pragmatic, and positive team player
Ability to thrive in a fast-paced environment and independently manage priorities and challenges to balance delivery across multiple suppliers located in multiple countries
Availability to travel (the role will require frequent travels to Luton and yearly to our operations within Europe and SA)
Location:
PRT Lisbon - Av. Mediterraneo, N°1
Language Requirements:
Time Type:
Full time
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