Assistant Quality Manager

About the role

The Assistant Quality Manager leads a team of quality admins and analysts as direct reports across multiple projects and clients. The role involves formal observations, coaching and feedback, and driving quality initiatives based on client performance needs. It also requires cultivating client and account relationships to maintain an ongoing partnership and continual performance improvement.

Key responsibilities

• Select, train, develop and manage the performance of direct reports, giving prompt and objective coaching and counseling.
• Administer IBEX policies and procedures to ensure consistency.
• Support the company's mission and core values and act as a role model for them.
• Coordinate, plan and assign work according to available resources and business demands.
• Review key drivers, metrics and operational processes (including training) that drive Balanced Scorecard and account profitability goals.
• Complete daily, weekly and quarterly reporting for each supported account and maintain accurate measurement of quality metrics.
• Manage overtime and PTO usage of direct reports and track new-hire metrics to give feedback to sites.
• Contribute to continuous improvement by collecting and analysing data on customer requirements and processes.
• Proactively identify performance opportunities such as customer experience, sales conversion, customer satisfaction, agent learning and knowledge management.

Required profile

• Bachelor's degree in Business or a related field.
• 4+ years of experience in quality assessment or internal auditing.
• 2+ years of previous management experience.
• Mandatory BPO experience.
• QA certification and completion of the QA training program.

Required skills

• Proficiency with the MS Office Suite (Word, Excel, Outlook).
• Proficiency in quality databases and applications.
• Excellent written and interpersonal communication skills.
• Attention to detail, problem-solving and multi-tasking abilities.
• Conflict resolution and relationship management.
• Highly organized, able to handle multiple priorities and meet deadlines.