RESPONSIBILITIES
• Develops and maintains strong working relationships with key stakeholders, vendors and other resources to design contact center Quality and Business Process Improvement solutions that address customer needs for established objectives, define functional requirements, test and implement the solution that reduces costs and improve customer satisfaction.
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• Manage and direct teams of Quality professionals across multiple BPO organizations and lines of business; leads the quality initiatives and standardization globally.
• The Director supports delivering high standards of service to customers through global Quality and Business Process Improvement staff of transactional auditors, data analytics and technology resources of the BPO’s.
• This leader will drive the identification of Key Performance Indicators (KPI’s) which promote high quality service delivery and have the greatest positive impact for the customers.
• The Quality Assurance team will be responsible for monitoring, scoring and reporting interactions between our staff and clients, identifying compliance, performance and training opportunities, which will lead to improved service quality.
• Develops continuous business process improvement programs which leverages all Cardholder interactions to drive quality and improve the overall customer experience.
• Drive continuous operating improvements and quality performance of site metrics such as quality, call drivers, productivity, staffing, training, attrition, and costs
• Identify, analyze, and resolve a wide range of technical, process, and operational issues, providing quick and decisive solutions
JOB SPECIFIC EXPERIENCES
• Experience applying contact center quality and business process mapping experience and understands its importance to process excellence
• Articulates working knowledge of contact center quality and business processes and consistently takes a practical and fact-based approach to making decisions
• Experience using tools, systems, and documentations to resolve difficult customer issues, and guiding junior members to MasterCard resources
• Experience working at contact center facilities and on Customer business locations
• Thrive in a fast-paced, constantly changing environment and maintain a positive, can-do attitude.
BROADENING EXPERIENCES
• Experience working on core contact center functions
• Experience in building client and vendor relationships and understanding the Customer Experience objectives
• Experience working on mid-size projects across functions and exposure managing tactical components of larger projects
• Experience providing individual expertise to supplement available tools for customer queries
• Demonstrated advanced ability in a specific area of Customer Experience, in addition to general competency across disciplines
TECHNICAL SKILLS
• Expert Data Analytics
• Expert IT Business Process
• Advanced Requirements Gathering
• Expert Technical Documentation
• Expert Project/Solution Management
• Expert Solution Delivery
• Foundational Understand Key Customer Needs
PROFESSIONAL SKILLS
• Expert Business Acumen
• Expert Future Focus
• Expert Global Perspective
• Expert Innovation and Thought Leadership
• Expert People Leadership
• Expert Personal Influence
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