Senior Quality Manager, Call-Centre

Are you experienced in both Contact Centres and the Quality Department?
Conduent Prague is looking for efficient Seniour Quality Manager to join our team.

Senior Manager has several call-centre sites under control, works with few different languages and locations.

Main goal - substantiation of the fact that the company matches all the call-centre quality requirements with evidences. Senior Quality Manager reviews operational definitions for the process metrics developed to ensure there is no ambiguity in collecting and tracking the metrics, helps in creating data collection templates for the KPIs defined and rolls out dashboards that showcase the performance of the processes.
As successful candidate, you will help in developing metrics / KPIs for the assigned call-centre processes and leverage the dashboards created to facilitate periodic business reviews by involving all the associated employees and process/business leaders. On a daily basis you will train and coach the operations personnel to develop and maintain the process documentation created.

Responsibilities:
Management of the call-centre Quality Team
Client relationship development
Project management

We offer you:

Interesting job in one of the leading technology services companies in the world.
Full-time employment contract.
Competitive salary.
International environment.
Office close to the city center.
Benefits: meal-vouchers, refreshment; contribution to sport/leisure, team buildings, MGM program, local SIM-cards packages.