Date Posted: 2019-02-04 | Date Modified: 2019-02-04 | Expires: 2019-03-06

Quality team Lead

Job Description

• Conduct daily/weekly Transaction Quality Audits
• Provide meaningful feedback and reporting to agents, team leads and management to guide improvements in agent coaching/training, documentation, resolution model, etc...
• Publish Dashboards at defined intervals
• Drive Quality and process improvement initiatives
• Data Analysis – Strong Analytical skills with an ability to draw conclusions from data (Error Analysis and Root Cause Analysis for process deviations)
• Provide data inputs to internal stakeholders
• Flexibility and Availability for any ad-hoc business requirement
• Ensure Confidentiality, Availability and Integrity of Data
• Understand and keep track of KPI’s. Manage dips in performance with adequate Sampling plan proactively
• Drive process performance to achieve and exceed SLA deliverables.
• Able to conceive and implement productivity improvements within operations using the sampling output.
• Coordinate for global Business Process alignments
• Ensure every new resource is briefed on the Sampling plan and the quality monitoring forms
• Provide constant support to the team members, including floor walking and sampling tickets/Calls wherever needed.
• Ability to communicate well with internal and external contacts.
• Recommend improvement in knowledge base articles to enable a better understanding for the team members
• Have a weekly sync up with the external contacts to discuss about areas of improvement specific to their Business Process
• Can perform under stressful and stringent timelines with minimal help with ownership


Key Deliverables

• Establish controls on Transaction Processing aiming for a Zero Defect Output
• Report and Publish Transaction Quality Metrics
• Providing coaching and feedback on QA findings
• Provide Feedback and suggestions for improvement
• GAP Analysis & Controls
• Adherence & record maintenance to QMS Requirements
• Continuous Focus and Drive to meet and exceed SLAs
• Carry out Quality Initiatives

Requirements

• Native German
• Excellent written and spoken English and presentation skills.
• Excellent analytical and problem solving capabilities
• IT Graduate (preferable)
• Prior experience in IT Service Desk(Minimum 6 Years).
• Take ownership to manage deliverables across multiple assignments
• Knowledge of usage of MS Tools-Intermediate level (Excel, word, PowerPoint)
• Good Knowledge of QA Audit and Evaluation function
• Coaching and objection handling skills
• Good understanding of QA calibration
• Analytical bent of mind
• Ability to handle pressure and a natural go getter
• Understanding of Tools such as Kaizen, 7 QC tools would be an added advantage

Skills

Quality Assurance Service Desk

Language Requirements

German

Education Degree

Bachelor's Degree

Visa Support

Yes
Email Job

Job Criteria

Job Type

Contract

Industries

#Information Technology and Services

Job Location

Germany - Dresden

Functions

Information Technology

Salary

Negotiable

Companies will apply to you too

Fill in your resume and companies will send you invitations to apply on their jobs and we will notify you directly on your email box.