Find out the key goals and pains of Heads of Quality. They may also lead training, compliance and/or onboarding
Example job titles:
- Quality Assurance Manager
- Head of Quality Assurance
- Service Quality
- Training Team Lead
- Head of Learning and Development
- Experience Analyst
- Customer Service Quality Manager
- Manager, Quality Assurance
- Operations Process Specialist
- QA and Enablement Manager
- Quality Control and Training Coordinator
- Global Head of Compliance
- Quality Assurance Ops Manager
- Operation Excellence Manager
- Customer Service Quality and Compliance Manager
- Trainer
- Compliance Monitoring Manager
Goals, roles and responsibilities
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Ensure agents are meeting the expected standards (Measured via Quality Score & Pass Rate)
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Ensure scorecards are measuring the right things (Customer Feedback + Business Needs + Latest Regulation Requirements)
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Ensure my analysts (evaluators) are being productive and scoring consistently
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Improve the perception of QA inside the organisation so the insight is ""trusted"" and agents are ""engaged""
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Increase conversation coverage to highlight more development opportunities or keep up with a businesses' growth. They will have a per agent, per month number of evaluations target
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Ensure Ops / TLs are completing coaching based on the data the QA team generates
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Provide timely reports to the business/external auditors"
Pains and itches
- My team is under-resourced and stretched.
- I have a vision for Quality but I'm held back by existing systems
- I'm unable to convince the business to move away from my spreadsheet as it's free
External sources of information
- https://www.cactussearch.co.uk/job/804101664/Training-and-Quality-Manager-job-in-Home-Based