Delivery Quality Manager
This team needs a Quality Delivery Manager to handle escalations from the North American regional service center. This resource will be responsible for quality service delivery, analyzing data, survey results, giving vendor feedback, and being an advocate for partner issues. The role will work closely with the operations team and stakeholders to provide analysis impact for unresolved issues as well as cost benefit analysis. Additionally, the resource will continually look to improve processes as well as being responsible for conflict resolution. Interested? Please APPLY HERE! Responsibilities: · Overseeing the Vendor’s quality of delivery. · Providing guidance, feedback, and leadership to drive the Vendor to achieve continuous improvement on all operational, quality, and satisfaction metrics. · Overseeing Quality of customer Services programs deployment in the Vendor. · Responsible for day to day quality escalations · Acting as a point of contact for vendor to MS and Operations to vendor communications regarding Issues and escalations/help needed. · Process Monitoring and Improvement- Reviewing/report CPE data for the purposes of identifying improvement opportunities. · Operational Reporting and Analysis- Mining, compiling, and analyzing business data to determine whether operational objectives are being met, (e.g., report development and generation, metrics reporting daily/weekly/monthly, monthly ops/metrics reviews, internal business reviews, and CSAT reporting). · Operational Performance Management- Tactical review between the vendor and MS of performance at predetermined intervals (e.g., daily, weekly, monthly, etc.) with respect to a specific line of business · Perform call listening sessions and following COPC standard and quality management process · Escalation Support- A set of activities to process customer/partner escalations. · Personally Identifiable Information Policy Compliance- Awareness of and adherence to MS Corp PII policies · Attend weekly run meetings and provide operational feedbacks/insights to SDM. Qualifications: · Microsoft work experience required · Experience in data analytics (reviewing trends and drawing insight), prioritizing, and driving solutions while working with different teams. · Contact center or outsourced vendor experience. · Vendor management experience strongly preferred · Familiarity with Six Sigma and Project Management concepts preferred · Advanced Excel skills (Pivot Tables) · Statistical Analysis – not in-depth, but some level of understanding · Quality background Interested? Please APPLY HERE! Inviso ( www.InvisoCorp.com ) increases our clients’ bottom lines through a unique combination of Strategy and Operational Consulting, Business Intelligence and Marketing. We help our clients develop and clarify their business strategies, dissect and analyze their business data, and create behavior-changing marketing solutions. We are an entrepreneurial, agile organization with a broad range of business experience and talents and a laser focus on adding value to our customers. We are headquartered in Bellevue, WA, with locations around the world. We offer a comprehensive benefits package to all our employees .
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