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Job Description
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| Employer: |
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ADS Global Inc |
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| Ref No:
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| Title: |
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Quality Assurance and Control Manager |
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| Date Added:
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Thursday, July 29, 2010
16:27:10 |
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| Job Type: |
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Full-time |
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| Salary: |
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| Industries: |
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Engineering
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Graduate
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Telecommunications
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Parish:
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Montego Bay and St James |
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| Contact: |
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Human Resource Manager
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| Description: |
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The incumbent will have the overall responsibility for external quality control (QC) and internal quality and production efficiency (QA). This position will be report directly to the company directors.
Responsibilities:
Quality Control
This function mirrors the incoming control and inspection of customer and third party organizations and is responsible for ensuring that the products and services of the company pass all incoming audits and inspections at industry accepted statistically measurable levels of acceptance.
• Full responsibility for ensuring that all deliverables meet minimum acceptable quality levels as defined by the incoming quality control standards of customers and third party organizations.
• Deliverables include the actual call (audio recording), collected demographics, physical and email address revisions, and other call associated data, reports, ad-hoc inquiries, returned calling lists, and other documents received by clients from ADS-Global or its subcontractors.
• Monitoring of incoming quality and reporting on issues. Incoming materials includes calling lists, project outlines, do not call or scrubbing lists and other ad-hoc project documentation.
• Track performance on calls that result in customer contact that are not successes (not deliverable as sales or subscribers) but are still important to the client’s image and could be requested on an ad-hoc basis following a complaint.
• Tracking of calls and calling patterns to ensure compliance with international government and telecommunications regulations.
• Work towards industry certifications.
Quality Assurance
This is an internal quality assurance function which works closely with operations, training and client relations to not only look at all aspects of quality outside client deliverables and rigorous AQL measurement but to examine processes and procedures with the goal of maximizing efficiencies and minimizing costs.
• Grading of calls, agent activities and technical system performance (e.g. Audio quality) by evaluating call information on a graded performance scale, and providing a breakdown of overall performance filtered and cross referenced across several defining categories.
• Work with Operations to maximize efficiency and bottom line profitability through review of call recordings, call dis-positioning, floor processes, analysis of agent performance, etc.
• Monitor and sample all client deliverables including reports, export files, replies to ad-hoc queries, etc., for compliance with minimum standards and specific client criteria.
• Review, coordinate and maintain all company process and procedure documentation.
• Track and Monitor client perceptions of the company through surveys and monitoring of client communications.
• Coordinate TQM and quality circle activities across the organization.
• Assist in the resolution of quality issues by working closely with other functions in the organization.
General
• Track performance trends over time.
• Prepare reports and charts for management review based on accepted statistical analysis.
• Interact with operations to correct systemic or process failures, keep operations informed of individual aberrant behaviour detected in QC or QA process.
• Interface with IT and client relations liaison on campaign specifics.
• Take immediate corrective action when AQL’s are exceeded
• Train Quality Control and Assurance Specialists in the basic duties of the department and grow their skills and capabilities in providing data analysis and reporting support.
Qualifications, Skills and Requirements:
Quality Control
• Complete and thorough familiarity with ISO standards, COPC-2000, six sigma, random sampling techniques, Incoming Quality Control processes.
Quality Assurance
• Complete and thorough familiarity with “Lean” production, Kaizen, and Root Cause Analysis.
General
• Excellent oral, written and interpersonal communication skills.
• In depth background and skills in statistical analysis and random sampling.
• Exceptional listening and analytical skills.
• Advanced level use of computer software (spreadsheets, reporting tools, databases, document management, process flow documentation, etc.).
• Exhaustive knowledge of BPA and other industry or auditing association rules and guidelines.
• Understanding of US and other international telecommunications requirements such as US FCC restrictions which may apply to the calls made or received by ADS Global.
• Keep abreast of all magazines, products and services for which the company provides customer contact and audience development services.
• Demonstrated ability to work well in a team environment.
• Dedication to providing exceptional customer service.
• Advanced degree in Mathematics, Industrial Engineering or equivalent.
Suitably qualified applicants may submit their resume by email
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