Dutch Quality manager

Job Description

<strong>Looking to relocate to a city with a rich culture? Then Morocco is the best place for you! Tangier and Casablanca have a rich culture with an emphasis on their history. You can find many landmarks that show the Arabic and French colonial heritage of Morocco and try the famous Moroccan fresh mint tea. Walking through Morocco will feel like walking through history! Not only can you enjoy the beautiful city of Tangier, but you can also start to work there.</strong><p><br></p>We are looking for a talented and enthusiastic Quality Manager to ensure that procedures are followed and quality is assured. Together with the Team Manager, you will discuss reporting and make adjustments where necessary. In this role you work closely with your colleagues from the call center but also with the quality manager of the customer.<p><br></p>Profile:<p><br></p><ul><li>Native level of Dutch and Fluency in English, B1 level at least.</li><li>Someone with experience in the call center industry</li><li>Ability to put yourself in someone else’s shoes and want to make them better.</li><li>With a positive and proactive attitude, you do not get down with setbacks but rather rise to the challenges!</li></ul><p><br></p>Your responsibilities:<p><br></p><ul><li>Drive the performance of the CS site: Partner and consult with the site operational leadership team to conduct quantitative &amp; qualitative analysis (holistic) of the site and regional performance. </li><li>Be responsible for creating and driving appropriate action plans with key stakeholders.</li><li>Qualitative solutions or plans to improve performance and close learning or knowledge gaps: Look holistically at the site KPI/indicators and understand the added value T&amp;Q (root cause, deep-dive, partnering with the key leadership team and support staff) could bring (regionally or globally).</li><li>Manage team members of Learning &amp; Quality: Attend calibrations each month with Team Manager to review team performance. </li><li>Apply Performance framework &amp; own calibration for the team – Chair these sessions and ensure everyone scores according to guidelines.</li><li>Develop Learning &amp; Quality team members: Observe the performance of team members, provide feedback, and coach individuals to grow and develop, succession planning, development opportunities, and coaching. </li><li>Drive the implementation of Quality Operating Model &amp; Standards: Responsible for strategy and calibration indicators (Attendance and Accuracy)</li><li>Performance of agents during first 90 days: Provide Recruitment feedback on New Hires. Responsible for the development of new employees during the New Hire cycle.</li><li>Training Planning: Allocate resources to on-site training tasks, ensure they are properly managed, and collaborate with WFM and Facilities for appropriate resources.</li></ul><p><br></p>Benefits:<p><br></p><ul><li>A professional environment with Belgian and Belgian-Moroccan management.</li><li>A competitive salary supplemented with bonuses.</li><li>Complementary health insurance, where your family can also be included.</li><li>A contract of indefinite duration (CDI).</li><li>Comfortable offices in Tangier.</li><li>Housing assistance. </li></ul><p><br></p>Location<p><br></p>Tangier, Morocco