itelBPO Smart Solutions
  • JAM
  • Full Time

Free Wi-Fi, Lunch benefits, Health and Life Insurance, Paid Training


We are looking for flexible persons who are seeking a full-time career to join our itelbpo Smart Solutions Family at our Montego Bay location as Quality Assurance Manager!

  • Are you great at building and maintaining positive work relationships?
  • Do you enjoy coaching and motivating others?
  • Are you able to work on your own initiative?

As Quality Assurance Manager, you will be responsible for the management and leadership of all individuals involved in Quality Assurance. The key responsibilities will include ensuring that the phone operations department handle their calls in accordance with Company policies. You will also be required to coach and develop Quality Analysts to enable flawless service.

Responsibilities

  • Lead and support projects, reporting and initiatives of the QA team as necessary to achieve departmental objectives
  • Oversee, maintain and improve the quality of inbound and outbound calls according to the Company' standards
  • Provide daily supervision, coaching and motivation for a team of Quality Analysts
  • Facilitate proactive solutions by collecting and analyzing quality data
  • Conduct regular group and one-on-one calibration sessions
  • Conduct reports on performance for the operations and management team
  • Work closely with the Training team to ensure assigned Key Performance Indicators are achieved
  • Identify trends and challenges to develop plans to correct problem areas

Experience Required

  • Minimum of 2 years experience in a similar role at a call center
  • Minimum of 2 years experience managing a team
  • Project Management experience would be an asset

FUNdamental Skills

  • Education: First degree in Business Management/Operations Management/Business
  • Excellent communication skills both oral and written
  • Excellent interpersonal skills and analytical skills
  • Ability to build strong relationships and work as part of interdisciplinary teams
  • Able to operate autonomously and demonstrate initiative in problem solving, decision making and proactive approach to job
  • Ability to evaluate, synthesize and analyze data
  • Ability to relate to a diverse working environment
  • Knowledge of Microsoft Office with advanced knowledge of Word, Excel & Powerpoint

Joining the itel family, you will experience ....

  • Excellent supervisory support - to help both you and us achieve excellent results
  • Opportunity for advancement -75% of our leaders, managers, and operational personnel started their careers in this entry level position
  • Paid Training - Training will extend 1 month
  • Competitive Salary
  • Health and Life Insurance
    Lunch benefits
    Free Transportation
  • Free Wi-Fi
    Beautiful location, cafeteria onsite, Chill room, friendly staff
  • A fun environment! We respect our employees and strive to make our environment exciting.

#FunBeginsHere

itelBPO Smart Solutions
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