Overall Job Purpose
As the QA Coach you will be responsible for the alignment and Quality SLA success for all products as well as any future workflows that may be introduced. You will be responsible for taking ownership of the Quality Forward Project for T&S which includes coordinating action plans involving the Quality Team and Operational key players. As Quality Coach you will be responsible for managing the success of the Product Knowledge Test process, provide the Client with continuous feedback on trends, tool, process improvement as well as Policy Enhancement.
Duties and Responsibilities
● Owner of Quality Forward Project
● Manage refresher sessions for agents
● Conduct team level error analysis
● Provide coaching sessions for QAs
● Ensure no re-occurring error trends
● Quality Calibration alignment @ 90% post appeal (KRK & DUB)
● Follow up on RCA action plans
● Proactively highlight areas of risk and failure and escalate to the appropriate channels to ensure timely resolution of issues
● Provide inputs on risks for new projects
● Identify Best Practices from a domain perspective across industry and adopt best in class metrics to processes in-house
● Innovate within the Line of Business to ensure all processes and standards across the Line of Business is consistent
● Identify and address learning needs in the team
● Ensure assigned study material is revised
● Conduct weekly team updates including Quality awareness
● Responsible for QA calibrations and alignment between KRK & Dublin sites
● Build strong, lasting relationships with your clients, colleagues and senior management
● Share knowledge and support colleagues to build the right culture
Required Qualifications & Experience
● Experience working within a customer focused environment
● Experience and strong understanding of end to end Quality Process for the LOB across all locations
● Experience collaborating with internal clients on QA metric and reporting improvement and action plan
● Ability to standardise the methods of quality appraisals and proactively address challenges
● Demonstrate leadership by contributing to the knowledge base and training programs
● T&S experience beneficial
Competencies
• Solutions Orientated
• Initiative
• Collaboration
• Organisational commitment
• Customer Focus
• Teamwork
• Organisation & Planning
• Results Orientated
• Attention to detail
• Problem Solving & Information Gathering
• Resilience & Adaptability
About Arvato
Great brands entrust their customer service to Arvato. We’re global with a long-term perspective, cross customer journey know-how and support Driven by technology, differentiated by experience, powered by people.
Arvato is the Industry and Services Division of Bertelsmann AG, which ranks among the world's leading companies. Find out more here: www.arvato.com/en
Arvato is an equal opportunities employer and embraces diversity and does not discriminate on the grounds gender, age, ethnicity, race, nationality, religion, disability, gender identity, sexual orientation, marital or civil partnership status.
At Arvato we recognise that different ideas, perspectives and beliefs are valuable assets that contribute and shape our company culture and are fundamental to our core basic values of partnership, creativity, entrepreneurialism and social responsibility
Disclaimer
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.
