HCS Affiliates Group is seeking a Call Centre Quality and Performance Manager (RTO Quality and Performance Manager). This role is critical for ensuring operational excellence within a call center environment by overseeing quality assurance processes, monitoring team performance, and driving continuous improvement to maintain high service standards. The successful candidate will be a data-driven professional capable of leading and motivating a team while aligning with core values of humility, excellence, and empathy.
Key Responsibilities
Performance Monitoring and Evaluation: Track, analyze, and report on call center metrics and individual agent performance to identify trends and areas for growth.
Quality Assurance: Develop and implement robust QA standards and monitoring processes to ensure service consistency and customer satisfaction.
Continuous Improvement: Identify operational gaps and implement strategic solutions to enhance overall department performance.
Training and Development: Mentor team members and facilitate targeted training programs to bridge skill gaps and improve service delivery.
Compliance and Standards: Ensure all call center activities adhere to internal policies, industry standards, and regulatory requirements.
Requirements and Qualifications
Education: Bachelor’s Degree in a relevant field.
Experience: Proven experience having worked in a similar Quality or Performance Management role. Experience in a call center environment is highly preferred.
Technical Skills: Proficiency in quality assurance software and analytical tools; strong analytical skills with a keen eye for detail and accuracy.
Soft Skills: Excellent communication, problem-solving, and decision-making abilities. Demonstrated ability to lead and motivate a high-performing team.
Mindset: A data-driven approach and the ability to work proactively and independently in a fast-paced environment.
Values Alignment: Commitment to being Humble (open to learning), having Good Vibes (positive attitude), maintaining a High Bar (commitment to excellence), and showing Care (empathy for others).
What’s in It for You?
Gain hands-on experience in a dynamic tech-driven environment.
Work closely with a high-performing, collaborative team.
Opportunity to make a real impact on operational excellence.
Career development and networking opportunities within a growing consultancy network.
How to Apply
Applicants who meet the requirements stated above should send their applications and detailed CVs, including a daytime telephone number, to the email address: jobs1@hcsaffiliatesgroup.com. Please use "RTO - Quality and performance manager" as the subject line. Candidates MUST indicate their Current and Expected salaries in their application.
How to Apply
Applicants who meet the requirements should send their application and a detailed CV including a daytime telephone number to jobs1@hcsaffiliatesgroup.com.
Subject Line: RTO -Quality and performance manager
