Job Description

Locations

• Shanghai, Shanghai, China 200335

Salary

Skills Required

• collaboration with stakeholdersintermediate
• identifying business trends and insightsintermediate
• crafting frameworksintermediate
• providing insightsintermediate
• quality analysis and reportingintermediate
• leading calibration activitiesintermediate
• expertise in quality standardsintermediate
• aligning teams with standardsintermediate
• deep knowledge of businessintermediate
• performance managementintermediate
• vendor managementintermediate
• articulating customer expectationsintermediate
• analyzing customer satisfactionintermediate
• analyzing service trendsintermediate
• professional ethicsintermediate
• knowledge of operational policies and proceduresintermediate
• supporting sites and partnersintermediate
• guiding to achieve goalsintermediate
• building behavior based coaching plansintermediate
• influencing managementintermediate
• adopting best practicesintermediate
• root cause analysisintermediate

Required Qualifications

• 5+ years of experience in a quality management or program management role within a contact center or customer service environment (experience, 5 years)
• Ability to work with and influence cross functional business partners to create and achieve strategic quality objectives and goals (experience)
• Adapt to changing environments, technology and processes (experience)
• Drive for results with a high degree of determination (degree in results with a high degree of determination)
• Superb written and communication skills of English and Chinese (experience)
• Strict adherence to company policy on confidential materials (experience)
• Makes space to listen, learn, and amplify diverse perspectives and experiences (experience)
• Actively seeks out opportunities to champion and celebrate inclusion and diversity (experience)

Preferred Qualifications

• Strong data visualization skills with experience using tools like Tableau to identify trends and draw actionable conclusions (experience)
• Excellent communication and presentation skills (written and verbal), with the ability to clearly communicate complex information to diverse audiences, including stakeholders at various levels (experience)
• Strong critical thinking and problem-solving skills, with a demonstrated ability to identify root causes and develop effective solutions (experience)
• Proven track record in transactional quality assurance, utilizing methodologies like call scoring and audits, with knowledge of quality management frameworks, COPC, Six Sigma). (experience)
• Proven ability to manage multiple projects concurrently, prioritize effectively and consistently meet deadlines in a fast paced environment (experience)

Responsibilities

• In this role, you will collaborate closely with regional and global Quality Program Managers, Retail Customer Care leadership and cross functional stakeholders to uphold the quality standards and elevate the customer experience.. Through targeted contact review, you will be responsible for helping identify business trends and insights, leveraging that to craft a framework that guides the business to understand what matters to the RCC leadership and customers in your region.
• A Quality Program Manager will participate in weekly business reviews, provide insights from both their own and other coaching contact reviews and are responsible for quality analysis and reporting. You will need to be regularly lead and participate in calibration activities, be an expert in quality standards and align the teams with these standards. You will also need a deep knowledge of the business, performance management and vendor management practices. It is important that you are able to articulate and analyze customer expectations and satisfaction, service trends and professional ethics and operational policies and procedures are followed.
• A Quality Program Manager is responsible in supporting and guiding their respective sites and business partners to achieve goals in customer satisfaction and quality performance and includes building behavior based coaching plans based on qualitative and quantitative insights. This work will be achieved through influencing management, adopting best practices and effective root cause analysis on the reasons for customer dissatisfaction or lack of adherence to customer and business critical processes and practices. This is all done through the lens of As one of multiple quality program managers for the region, you will also partner with your peers to set the direction and provide consistency across the network.

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