Cette offre d’emploi n’est plus d’actualité.

Global Quality Manager - Casablanca

Production / Qualité / Sécurité / Maintenance - Gestion projet / Etudes / R&D - Offshoring / Nearshoring

  • De 3 à 5 ans
  • 1 poste(s) sur Casablanca et région - Maroc
  • Bac +5 et plus - Master
  • CDI
Publiée il y a 74 jours sur ReKrute.com - Postuler avant le 12/09/2021

Global Quality Manager - Casablanca

Entreprise :

Débutez votre carrière dès le premier jour chez nous !

Phone Group grandit, et devient Majorel
Nous sommes Majorel, nouvel acteur mondial né de la concrétisation d’une fusion des activités CRM des deux géants SAHAM et Bertelsmann. Nous concevons et mettons en œuvre des expériences client personnalisées pour les plus grandes marques au monde. Présents dans 28 pays à travers 4 continents regroupés dans 6 régions différentes, nos 48000 collaborateurs maîtrisent 36 langues au service de plus de 500 clients.
Nos 7600 collaborateurs au Maroc et en Afrique de l’Ouest font désormais partie de la région France, Afrique, Pays-bas.
 
Majorel combine talent, données et technologie pour produire impact réel pour ses partenaires. En réalisant un chiffre d’affaire annuel de 1.2 milliard d’euros, nous bénéficions d’une position de leader sur les marchés africain, européen et du Moyen-Orient ainsi que d’une forte présence en Asie et en Amérique
Découvrez plus sur www.majorel.com

Poste :

Responsible for driving alignment of the Quality Framework across all sites supporting the specific global client. This role coordinates all Global and site Quality initiatives, interfaces with the client, and will liaise with site specific Learning, Quality and Service Delivery leaders. Demonstrating a solid understanding of Contact Center Quality business objectives and driving L&Q strategy in accordance with client requirements.

Main responsibilities:

  • Ability to conduct Trends analysis (Analyzing quality reports and call center data to determine training needs and quality opportunities)
  • Attend stakeholder meetings (Exchange of knowledge, experience and know-how)
  • Conduct end to end process audits of Quality processes
  • Create and analyze quality reporting to support business needs and initiatives.
  • Develops and implement operational standard and uniformity including the sharing of best practices
  • Ensure all changes to processes are communicated, documented and implemented through established methodology and communicated to operations.
  • Ensure unified quality standards across the program and sites.
  • Ensure alignment to Quality Calibration protocols.
  • Establish and drive tactical and strategic QA plans and initiatives.
  • Identify deficiencies within quality assurance for the purpose of developing and implementing enhancements/improvements
  • Performance benchmarking (Determine levels of performance for comparison purposes)
  • Plan, direct and supervise the work activities of the Global quality and learning teams.
  • Provides recommendation and resources to support any quality gaps for product, client or internal drivers.
  • Support client Quality Point of Contact (Cooperation and mutual support for client provided trainings)
  • Supports other programs and projects by sharing best practices, experiences and know-how
  • Understand and enhance performance of KPI (Key Performance Indicators)
  • Willingness to travel as required

Profil recherché :

Competencies and professional background :

  • Ability to conduct Trends analysis (Analyzing quality reports and call center data to determine training needs and quality opportunities)
  • Attend stakeholder meetings (Exchange of knowledge, experience and know-how)
  • Conduct end to end process audits of Quality processes
  • Create and analyze quality reporting to support business needs and initiatives.
  • Develops and implement operational standard and uniformity including the sharing of best practices
  • Ensure all changes to processes are communicated, documented and implemented through established methodology and communicated to operations.
  • Ensure unified quality standards across the program and sites.
  • Ensure alignment to Quality Calibration protocols.
  • Establish and drive tactical and strategic QA plans and initiatives.
  • Identify deficiencies within quality assurance for the purpose of developing and implementing enhancements/improvements
  • Performance benchmarking (Determine levels of performance for comparison purposes)
  • Plan, direct and supervise the work activities of the Global quality and learning teams.
  • Provides recommendation and resources to support any quality gaps for product, client or internal drivers.
  • Support client Quality Point of Contact (Cooperation and mutual support for client provided trainings)
  • Supports other programs and projects by sharing best practices, experiences and know-how
  • Understand and enhance performance of KPI (Key Performance Indicators)
  • Willingness to travel as required

Does your profile match the role and are you excited about this opportunity ?

Adresse :

26, rue Mohamed Kamal