Quality Manager, Sea

**Essential Job Duties and Responsibilities**:
A practicing quality professional with good knowledge and experience in the delivery of service excellence in the healthcare, logistics or related industry. Working alongside the service delivery team and reporting to the Group Senior Manager, Service Quality, this role will support the team in achieving outstanding levels of customer satisfaction by advising on appropriate quality tools and techniques, monitoring delivery process performance and identifying areas for correction and improvement.

The role includes supporting the inclusion of actions to achieve quality and service excellence targets in the team’s plans, and also liaison with the team’s customer and stakeholder representatives on all relevant quality matters.

The Quality Practitioner will also undertake independent process and system audits internally within the team, and will provide monthly quality status reporting to the Group Quality function using the organization’s standard templates.

**Key Responsibilities**:

- Performs daily quality audits of the Assistance Centre operations including monitoring of inbound and / or outbound telephone calls and other correspondence.
- Provides accurate and timely call quality monitoring reports on quality issues and performance measures of Assistance Centres operations.
- Provides feedback to managers regarding areas for improvement and recommends coaching opportunities for individual team members.
- Supports the Account Management Team to clarify and classify Client / Internal Inquiries, reviews inquiry cases, attends to any required internal escalations and /or activations of other AC Quality Teams for reviews, compiles all responses for a final response to the Sales Team, and categorises and tracks inquiries.
- Performs case quality management reviews and develops action plans for individual team members and the Assistance Centre.
- Manage customer and client satisfaction through the Customer Feedback System including logging, monitoring and managing the service delivery.
- Coordinate and facilitate monthly Quality, Learning & Development performance review with the Assistance Centre management team.
- Monitor Voice of our Subscribers (VOOS) surveys and NPS including developing and maintaining a team reward and recognition programme.
- Recommend policy and procedure changes or quality audit plan updates based on monitoring quality trends

**Key Performance Indicators**:

- Customer Satisfaction at target levels
- Quality targets achieved to plan
- Audit schedules on time
- Reporting accurate and timely
- Process improvements identified and actions on target
- Corrective actions implemented on time
- Development plan topical and on target

**Required Skills and Knowledge**:

- Hands-on with a strong sense of urgency, and willing to “roll sleeves up.”
- Quality / business process improvement; knowledge and experience of specific assurance and improvement tools and techniques relevant to the product / service delivery, and how to deploy these tools and techniques successfully.
- Statistical and analysis skills.
- Demonstrated ability to build strong customer relationships and deliver customer-centric solutions
- Ability to communicate verbally and in writing with clarity, brevity and accuracy
- Experience of delivering services in a contact center environment desirable
- Knowledge of NPS methodology advantageous.
- Knowledge of internal International SOS call and case quality standards advantageous
- Proven proficiency in the following Microsoft Office products: Word, Excel, Outlook, and PowerPoint. Literacy with Visio, MS Project is desirable.