Reporting to: Quality Operations Lead
Location: Krakow, Poland
This position offers you the opportunity to work alongside one of our high profile clients who specialise in internet based searching and video sharing platforms. As Quality Team Lead you will be responsible for a team of Quality Analysts, managing their performance and contributing to their personal development, as well as the management of the Quality SLAs of the assigned products. You will be responsible for taking ownership of significant process improvements and provide effective risk mitigation on processes for the senior leadership team as well as with the client. Successful candidates will work on a rotated shift pattern - morning, evening and nights
- Responsible for the performance of a team of Quality Analysts across different locations and contribute to their personal development
- Develop effective succession plans for the Quality team across Lines of Business and regions to ensure business continuity
- Collaborate with internal stakeholders on Quality metrics and reporting improvement plans
- Proactively highlight areas of risk and failure to ensure timely resolution of issues
- Support the development and implementation of quality reporting measures and procedures
- Identify training gaps with new starters and ensure improvement plans are in place
- Innovate within the Line of Business to ensure all processes and standards across the line of business are consistent
- Share knowledge and support colleagues to build the right culture
- C1/C2 in written and spoken English is essential for this role. Fluency in additional languages would be a distinct advantage.
- 1+ year's experience in managing people would be desirable
- Bachelor's degree or equivalent
- Industry experience with leading BPO provider
- Experience in a multicultural organisation
- Broad experience within the quality environment
- Demonstrates a high level of client / customer focus
- Ability to coach and mentor others
- Ability to lead and manage teams across geographies by implementing effective communication plans
- Excellent technical aptitude including fluency in Excel reporting
- Professional maturity to gather appropriate information and articulate solutions in a concise manner to maintain client confidence
- Integrity and ownership of tasks
- Self-starter with the desire to work in a challenging, fast-paced and changeable environment
- A collaborative team player
- Demonstrable problem solving skills to minimize process variance
- Strong communication and influencing skills as the successful individual will be the driving force
- Strong written and oral communication skills
- Excellent analytical and presentation skills
- Initiative
- Solution Orientation
- Collaboration
- Organizational Commitment
- Providing Direction
- Developing People
- Impact and Influence
- Vibrant, multi-cultural environment
- Career & Personal Development
- Quarterly performance bonus
- Comprehensive Benefits Package
- Subsidised Health Insurance
- Access to Discount Schemes
- E learning access
- Paid Annual Leave
At Majorel, we create amazing customer experiences that people value and we are proud of. By combining talent, data, and technology we deliver real impact for our partners.
Our vision is to be our clients’ trusted long-term partner for customer engagement in a constantly changing world. Creativity, Excellence and Respect drive everything we do. This ensures success for our partners and allows us to thrive as one team.
Majorel is an equal opportunity employer and embraces diversity and does not discriminate on the grounds of gender, age, ethnicity, race, nationality, religion, disability, gender identity, sexual orientation, marital or civil partnership status.
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.
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