Process Manager

Description

Job Title: Quality Process Manager - Chat Process

Job Summary: We are looking for a dedicated and experienced Quality Team Leader for our Chat Process to lead and supervise a team of Quality Analysts. As a Team Leader, you will be responsible for managing the quality evaluation process, ensuring adherence to performance standards, and driving continuous improvement. Your primary focus will be to provide guidance, support, and coaching to the Quality Analysts, ensuring the delivery of high-quality chat interactions and achieving key performance indicators.

Responsibilities:

1. Lead and supervise a team of Quality Analysts, providing guidance, support, and coaching to ensure consistent and accurate evaluation of chat interactions.
2. Establish and communicate performance expectations, quality standards, and evaluation guidelines to the team.
3. Conduct regular team meetings to provide updates, share feedback, and address any challenges or concerns.
4. Monitor the performance of individual Quality Analysts, ensuring adherence to quality metrics, evaluation targets, and productivity goals.
5. Conduct regular performance evaluations and provide feedback to the Quality Analysts, highlighting areas of strength and areas needing improvement.
6. Identify training and development needs of the team and collaborate with the training department to deliver targeted training programs.
7. Collaborate with other stakeholders to define and implement quality improvement initiatives.
8. Ensure the team maintains accurate and up-to-date records of quality evaluations, performance metrics, and feedback provided to customer service representatives.
9. Generate comprehensive reports on team performance, quality trends, and improvement opportunities for management review.
10. Conduct regular calibration sessions with Quality Analysts to ensure consistent evaluation and scoring of chat interactions.
11. Stay updated with industry best practices and trends in customer service and chat processes to enhance the quality evaluation process.
12. Foster a positive and collaborative team environment, encouraging open communication and knowledge sharing among team members.

Requirements:

1. Bachelor's degree in any discipline or equivalent work experience in a customer service or BPO environment.
2. Proven experience as a Quality Process Manager in a BPO setting, preferably with experience in chat process evaluation.
3. Strong leadership and supervisory skills, with the ability to motivate and inspire a team.
4. Excellent verbal and written communication skills with attention to detail.
5. In-depth knowledge of quality monitoring tools, chat platforms, and quality evaluation methodologies.
6. Strong analytical and problem-solving abilities to assess team performance and identify areas for improvement.
7. Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and experience generating reports.
8. Knowledge of customer service principles and practices.
9. Experience in conducting performance evaluations and providing constructive feedback.
10. Ability to multitask, prioritize workload, and meet deadlines in a fast-paced environment.
11. Flexibility to adapt to changing business needs and work in shifts, if required.

As a Quality Process Manager, you will play a critical role in ensuring the delivery of high-quality chat interactions and driving continuous improvement in the chat process. If you have strong leadership skills, a passion for quality, and a desire to lead a team towards excellence, we encourage you to apply for this position.