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Quality Assurance Manager ( Quality Team Leader)
IKEA
White Marsh, MD, United States
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About the job
ABOUT THE JOBTo contribute to a seamless customer journey for all non face-to-face contacts by collecting, analyzing and sharing customer knowledge and insights received from the Quality Specialists for the Customer Support Center.
YOUR ASSIGNMENTYour tasks will include:
• Contribute as a member of the IKEA Management team and lead the Quality Specialists in the journey of becoming best in class Customer Support Center
• Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counselling, and monitoring co-worker performances; communicating job expectations; planning, monitoring, reviewing job contributions and enforcing policies and procedures.
• Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
• Perform customer contact audits that include live monitoring, side by sides, and recorded calls
• Support and identify continuous development training and opportunities for all co-workers
• Review the Quality Specialists team records to evaluate performance and track co-workers progress and goals on a daily, weekly, and monthly basis, documents the updates and provides status reports to the Steering team
• Establishes Quality policies and procedures based on IKEA's Quality requirements and standards. Partnering with Global support system to provide consistent IKEA Quality measurements/standards
• Coordinate with the Competence Development team to provide feedback that will be useful in determining training requirements. Recommend and discuss potential training needs of CSC staff
• Initiate and participate in calibration sessions to ensure consistent evaluation of service delivery and content while identifying training opportunities and measuring the outcomes of training
• Identify opportunities to enhance the Quality of service to our customers, make improvements to productivity while enhancing the customer experience/brand image
• Continuous QA system and QA process enhancements that result in increased customer satisfaction and overall process efficiency improvements
• Ensure all QA Specialists receive the training required to properly perform their duties in support of other departments and US goals
• Provide ongoing feedback to help develop and train QA Specialists to encourage, motivate, and improve their performance
• Manage special projects as required for the management and development of Quality Specialist
• Contribute to an environment where the IKEA Culture is a strong and living reality that embraces the diversity of co-workers and customers
• Assume responsibility for other tasks and projects as assigned
YOUR PROFILEYour knowledge, skills and experience include:
• Leadership skills with the ability to empower, engage, motivate, evaluate and manage team members individually and as a group
• Ability to lead, manage, and devise clear strategies in rolling out change processes
• Practices superior time management
• Educational Degree: High School Diploma and relevant IKEA experience required.
• Previous leadership/management experience: 3-5 yrs.
• Decision-making skills with the ability to follow complex procedures
• Creative thinking skills with the ability to ask the needed bigger-picture questions that lead to process and team improvements.
• Fluent in English written and verbal skills.
• Be a dynamic, action oriented team player that is self-motivated and confident in making independent decisions
• Stress-resistant and able to work in a dynamic environment.
• Develop the business and deliver results.
GROWING TOGETHERIKEA offers an exciting and empowering work environment in a global marketplace. And as the world’s leader at life at home, you have exceptional opportunities to grow and develop together with us.