Call Centre Quality Team Manager

Lisbon, Portugal

€3,000 per month + meal allowance + health insurance

Our client is recruiting for their call centre for a Quality Team Manager who has at least 5 years Quality Management experience in a call centre environment.

Job Duties

Establish and maintain Quality Management system.

Implement Operational Excellence Tools (Six Sigma, Continuous Improvement, Promotion of Kaizen etc)

Works with the team to ensure quality targets are met, through the creation and implementation of KPIs

Design and implement KPI measures, measurement systems and visual tracking controls / dashboards to manage Ensuring Quality metrics are achieved

Ensure compliance with policies and procedures, carrying out Quality Audits when required

Essential Criteria

Bachelor’s Degree (any discipline), with at least 5 years Quality Management experience

Fluent English

Experience with ISO and ideally Lean Six Sigma Green Belt certified

Experience managing Quality Analysts and Team Leaders.

Fluent English

Excellent skills on Excel / Quality Tools / Data Analysis / Analytical Skills / Reporting Amenable to work on 24/7 shifting schedule, holidays, weekends and rest days

The Remuneration

● Base salary above average (x 14months)

● Meal allowance

● Healthcare and Dental Insurance (since day one)