training and quality customer operations manager – athens

Are you an experienced Training and Quality Customer Operations Manager?  Do you demonstrate a strong training and quality professional background preferably in banking customer operations within large contact center environments? If business metrics analysis, competencies in evaluation, design and implementation of best practices in training and quality monitoring,  are your strongest assets, apply now for the Training and Quality Customer Operations Manager.

benefits

Our client for this exquisite career opportunity as a Training and Quality Customer Operations Manager offers:

• a very competitive remuneration package with extra benefits
• a well-structured working environment
• extroversion and innovation empowered by senior management

responsibilities

Your main responsibilities for the Training and Quality Customer Operations Manager position, are included below:

• Lead the development of a training plan and training modules, collaborating with the client and other subject matter expert
• Conduct a thorough analysis of the training needs for both customer service and back office officer and (re)design an effective strategy on onboarding and retraining of customer service & back office officers.
• Ensure that the knowledge base content is state of the art in terms of content and utilization of friendly user mode
• Design, develop or/and adapt training materials in accordance with client requirement and employee needs both in virtual and classroom training
• Collaborate and coordinate activities with workforce management and quality teams to achieve economies of scale and overall project quality
• Develops the quality management strategy and maintains a quality plan for the call center operations, including quality standards, quality scorecards, monitoring, coaching, performance metric assessment, calibration, and improvement actions.
• Oversight of a dedicated team of quality analysts that perform audits and assess performance against scorecards
• Assessing quality issues, conducting root cause analysis, recommending insights, developing improvement plans, and collaborating with operations team to improve quality performance
• Drive investigation of highly sensitive issues affecting client, working with different teams across Customer Operations and Partnering with internal stakeholders such as Legal, IT and Compliance to ensure automation and regulatory continuity.
• Ensures quality reviews are conducted and analyzes the evaluations to identify trends and opportunities to improve the performance and modify respectively the training activities to reflect quality excellency
• Leading and coordinating quality and efficiency in projects and activities related to artificial intelligence (AI) and business process automation (RPA) to ensure continuous best practices and drive business results and growth in a Lean perspective
• Represents the quality function to clients, serving as a point of contact for quality inquiries

requirements

For the Training and Quality Customer Operations Manager, you need to have:

• Bachelor’s Degree/Master’s degree on an equivalent combination of business, training, or work-related experience
• 5 or more years of related experience in contact center/customer service ideally in banking environment
• At least five 5 or more years of experience managing a team
• Interpersonal communication, analytical and problem solving skills as well as the ability to maintain a high level of accuracy and attention to detail
• Decision maker who evaluates the given information and takes efficient initiatives
• Experience in leading others in training and quality processes and automation and redesign of optimization initiatives
• Knowledge of quality assurance and continuous improvement concepts, procedures, processes, best practices, and industry trends
• Understanding the business processes across product lines and being able to redesign and recommend process changes, procedure reengineering.

information

If you are interested in this exciting career job opportunity of the Training and Quality Customer Operations Manager, apply now. For more information, you can contact Maria Stavraki at +6940279936 or send an email to [email protected]. #clientservicesgr 

Please note that for transparency and equity reasons, only those applications made online via our site will be assessed. After the screening of all the CVs received, we will only contact the candidates who meet the requirements of the job to arrange an interview. ​ All applications are considered strictly confidential.