Process Improvement Manager

Location Cork, Cork
Job Type Permanent
Salary Negotiable
Published 12 months ago
Start Date ASAP
Contact Anita Anderson
Job Ref GR/PIO/08/16

Job Description

Our client, a large global organisation with a presence in Cork, currently has an exciting vacancy for a Process Improvement or Quality (QA) Manager in their contact centre.

This is an exciting opportunity for an experienced manager with a very high level of analytical skills, who has circa 10 years contact centre experience, and a passion for continuously improving customer experience and challenging the status quo.

The successful candidate will have 5 direct reports based across a network, and will have responsibility for driving quality through successful leadership skills. They will have a strong understanding of contact centre business metrics, a passion for identifying areas for improvement and implementing solutions, influencing senior stakeholders.

Responsibilities include:

  • Data mining to identify key drivers of negative customer sat scores, identifying patterns and root causes, working on strategies for improvements
  • Leading a team of QA specialists based both in Cork and in other sites which are based in the UK
  • Owning the development of quality improvement coaching and training processes to drive continuous improvement
  • Working with Global Customer Service teams to drive performance improvements in customer satisfaction
  • Liaising with training teams to ensure new policies are successfully rolled out with results against key metrics and assisting in developing reporting for the customer journey
  • Analysing customer related data to design improvement recommendations and long term Quality strategy

The ideal candidate will:

  • Be highly analytical with a proven ability to identify root causes through analysing data from various sources.
  • Will have a passion for excellent customer service and will constantly advocate for customers
  • Be an excellent communicator at all levels across an organisation
  • Be accustomed to working as part of cross functional and dispersed teams
  • Have strong stakeholder management experience and an ability to communicate in a credible way with Senior Business leaders at strategic level.
  • Have strong influencing skills and an ability to drive change in a fast paced, deadline driven environment

Qualifications and experience:

  • Exceptional analytical skills with impeccable attention to detail
  • Bachelors Degree, ideally MBA
  • 7-10 years' experience from contact centre environments
  • Significant proven experience in managing customer experience improvement projects
  • Strong computer skills and proficiency in use of Microsoft Office including Excel, SharePoint, Word and PowerPoint. Experience with SQL and HTML formatting is preferred.
  • Excellent planning and organisational skills.
  • Excellent written English and communication skills
  • Previous exposure to Lean or Six Sigma methodologies preferred

This is an excellent opportunity to join a leading global organisation, offering an attractive remuneration package which includes company shares.