Afterhours Quality Lead BPO UK - Sigma

Afterhours Quality Lead
ROLE PURPOSE
The Afterhours Quality Lead is the link between Sigmas QA department and the wider business, increasing visibility of quality and compliance performance with key stakeholders. The Quality Lead is responsible for performing quality checks for customer advisors, ensuring that we adhere to regulatory requirements, and client expectations and provide an excellent customer experience.
MINIMUM REQUIREMENTS

• Minimum 2 years experience within a quality assurance role
• Minimum 2 years experience within a call center
• Must have previous demonstrative experience in an insight role within a BPO environment.
• Must have high proficiency in Excel.
• Data analysis/MI experience is desirable but not essential
• Must be willing to work Australian hours (11 pm-8 am)
• Stakeholder management experience required
• Must have management experience

DUTIES & RESPONSIBILITIES

• Perform regular quality checks to ensure that compliance and company guidelines are correctly followed.
• Provide written feedback to advisors through the quality monitoring system, ensuring a high level of accuracy and detail which allows effective coaching sessions to take place.
• Deliver regular 1-2-1 coaching sessions to new starters and bottom performers.
• Research coaching techniques and best practice, to ensure that coaching capability and knowledge is always up to date.
• Lead group coaching sessions with advisors and TMs, to address areas of focus.
• Accurately and efficiently track the progress of advisors and teams that receive quality coaching support
• Adapts approach to make sure that coaching is suitable for the person being coached
• Build effective working relationships with TMs and SDMs
• Liaise with SDMs to identify focus KPIs, and deliver coaching which drives performance improvements in these areas
• Lead calibration sessions with internal and external stakeholders
• Track results of calibration sessions to ensure effectiveness and identify knowledge gaps
• Produce and distribute regular reports which show the detail of QA performance for various campaigns
• Joins weekly calls with client stakeholders to present the quality performance of the campaign

SKILLS & COMPETENCIES

• Quickly and accurately identify trends, and highlight these to the relevant stakeholder
• Accurately interpret data to quantify the impact of QA performance on other KPIs
• Produce QA updates to a high standard, which will be shared with clients in regular business reviews
• Communicate effectively with client stakeholders
• Highlights any gaps in our processes, and suggests remedial action
• Maintains up-to-date compliance knowledge to make sure that feedback is accurate

About Sigma, part of the Digicall Group
Our business revolves around Business Process Outsourcing we help run businesses more effectively and efficiently by taking responsibility for various processes.
At Sigma, we believe in serving people and changing lives. Through a diverse and inclusive service offering and partner network, we believe that whatever your need, we have a solution for you. Our business is to be there for your business when it matters most.
Sigma is part of the Digicall Group which is a preferred service partner providing a range of services in diverse segments such as contact centre management, insurance claims administration, claims assessment and adjudication, supply chain management and tailor-made bespoke solutions which meet customer demands in a responsible, cost-effective and sustainable way.
Sigma specializes in the following markets Energy, Water, Financial Services, Retail, and Telecommunications. Specifically, Sigma has extensive experience of working with energy utility businesses and understands the pressures and challenges they face. Sigma is a flexible and supportive outsourcer that works with its clients to tailor its service delivery.
Mission Statement:
Our new mission isTo improve everything Always! Well do this by living our values
Core Values:
Sigma has created four Core Values that the business and all employees stand by, they help drive our behaviors and what our brand stands for.
#Always Learning because the more we learn the more we achieve
#Always Adapting because flexibility creates opportunity
#Always Together because we are part of our community, not apart from our community
#Always Better because we do more