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Quality Manager

Job summary

Training and Knowledge Coordinator main role is to manage training and knowledge related processes in order to deliver first in class experience to Netflix customers.

 

Main responsibilities

Overall Quality Assurance

  • Being responsible for implementation of unified Quality structure across all 4 Majorel sites supporting Netflix
  • Analysis of Quality and Customer Satisfaction data (on weekly, monthly and quarterly basis)
  • DSAT deep dive on account, site, skill and channel level
  • Cooperation with SDM and OMs in order to achieve and maintain desired level of performance
  • Cooperation with Client in order to achieve and maintain desired level of performance
  • Strong collaboration with Training and Knowledge Coordinator in order to achieve and maintain desired level of performance

QAs Management

  • QAs Recruitment and Onboarding
  • Managing Quality Team resources (tasks, CSAT analysis)
  • Calibration for all LOBs (for all resources involved into Quality processes)
  • Feedback observation sessions
  • Process Update assurance
  • Super visioning PIP and Outliers development plans

 

Competencies & professional background

  • Very strong customer orientation
  • Great coaching and mentoring capabilities
  • Ability to clearly explain complex concepts
  • Netflix products knowledge
  • Very good time/workload management skills
  • Ability to learn quickly and work independently
  • Ability to analyze of KPIs, CSAT and Quality data
  • Outstanding communication skills
  • Flexibility to travel
  • Advanced English (B2+ level at least)

 

Does your CV match the profile? Then press the apply button below and we will contact you soon!

A big team is looking forward to you. Apply here!

Majorel Corporate | Human Resources | Corporate Recruitment Team Majorel


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