Service Quality Lead

About the Role

We are looking for a Manager to oversee the delivery and execution of quality and training initiatives within our support operations. This role will focus on ensuring compliance with service and quality metrics while continuously driving improvements in both internal and outsourced contact center teams. The Service Quality Lead will manage quality assurance processes, analyze performance data, and implement strategic initiatives that optimize overall service delivery. Additionally, the role will involve developing and executing targeted training programs to support agent performance and enhance customer interactions.

What You Will Do

• Service Quality Management: Lead and manage the end-to-end delivery of quality initiatives within both the local and outsourced contact center, ensuring strict adherence to service and quality standards. Monitor and measure key compliance, performance, and quality metrics to ensure the highest level of service is consistently delivered.
• Quality Strategy Development: Design and implement a comprehensive Service Quality strategy, framework, and standards, aligning with business goals and customer expectations. Define and manage quality improvement initiatives across both internal teams and outsourced BPO operations.
• Quality Analysis & Improvement: Conduct detailed quality assessments, identify performance gaps, and lead root cause analysis to develop actionable insights. Collaborate closely with the operations team to drive continuous quality improvement across the support operations.
• Process Streamlining & Standardization: Collaborate with Care team members and other stakeholders to identify and streamline processes. Implement standard procedures and best practices that enhance both service delivery and the overall user experience.
• Training & Development: Identify training needs based on quality performance gaps and support the creation of targeted training programs. Ensure training initiatives are aligned with organizational goals and continuously enhance agent effectiveness. Focus on developing a high-performing contact center team.
• Project Leadership & Pilot Programs: Initiate, lead, and guide small- to medium-scale projects, including the pilot implementation of new platforms or tool functionalities aimed at enhancing training and moderation quality.
• Care Team & Contact Center Strategy: Support and promote the development of the Care team and Contact Center strategy, ensuring the business delivery model is customer-oriented, efficient, effective, and compliant, while achieving business goals.

What You Will Need

• At least 3 years of experience in service quality, quality assurance, or similar roles within a contact center environment.
• Proven leadership experience in managing teams within a contact or customer service center, including both internal and outsourced teams.
• Deep understanding of quality assurance frameworks and best practices for both vendor and in-house customer service operations.
• Strong analytical and problem-solving skills, with the ability to assess performance data, identify issues, and drive actionable improvements in service quality.
• Proven ability in stakeholder management and the ability to collaborate across teams to achieve business and quality objectives.
• Project management experience, with a track record of leading quality and training initiatives in a fast-paced contact center or BPO setting.
• Experience in developing and implementing quality assurance and training solutions, ideally within the tech industry, is a strong advantage.
• Certifications in ACTA (Advanced Certificate in Training and Assessment) or Quality Management (such as Six Sigma or ISO certification) would be a bonus.