Quality Manager

Our client is a global call center focusing on tailor made solution for their customers. They are aware that one of the most important assets are their customers and the correct dealing with them. Therefore they are looking for a very experienced Quality Manager for their continously profitable growing operation in Turkey.

Quality Manager Ref: 62479

Responsibilities: 

• Develop, update, and maintain Standard Operating Procedures (SOPs) and other Customer Service Group job aids
• Communicate with the Director of Administrative Sales, Operations Manager-Customer Service and Customer Service Group Leads to identify needs based on current and projected processes, changes, and other factors
• Manage phone switchboard and switchboard employees
• Develop, monitor, and distribute applicable customer service and order processing metrics, including the phone system, to ensure visibility into performance of department functions

Requirements and Qualifications: 

• Bachelor’s Degree, prefer degree in business or related field
• Supervisory experience with strong team leadership and management skills
• Four years of working in a Call Center environment
• MS Office skills
• Excellent verbal and written skills English necessary, German is a plus
• Ability to travel domestically
• Ability to utilize an analytical approach to problem identification and decision making
• Data and statistical analysis skills
• Ability to think out of box
• Managing a team of Quality Monitors and/or Specialists that provide service feedback, track service metrics, and analyze performance and process improvements.

If you are interested in this challenging position we are looking forward to receiving your comprehensive application for ref.no. 62,479 preferably through our ISG career portal or via email. 

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ISG İK DAN, EĞİTİM VE ORG TİC LTD ŞTİ 
Dereboyu Cad Bilim Sok Sun Plaza No: 5 
34398 Maslak – Istanbul 
Phone: +90 212 367 44 86 
eMail: basvurular@isg.com