manager, quality Customer Service & supportThomson Reuters

Job Description
Position Overview
We are looking for an experienced manager to lead and motivate a team of contact center quality analysts. This role encompasses service quality with customers and agents within our US Hub locations and Centers of Excellence around the globe. This position will identify and lead service quality improvements, call monitoring for agents, and ensuring a world-class customer experience.
Responsibilities
Develop and implement effective quality monitoring processes, which are linked to continuous improvements and training.
Facilitate quality sessions with agents and calibration sessions with leadership across Canada, UK and US customer support leadership
Monitor the organization's quality program to determine overall effectiveness and develop ongoing enhancements and improvements
Analyze quality evaluation data and identify trends at the agent, team, department, and organizational leadership
Understand the drivers of reducing customer effort by reviewing data from the customer and employees.
Plan and implement quality programs by developing action plans, obtaining resources, and executing plans
Maintain continuous communication with Customer Service, Technical Support and Specialty leadership to ensure alignment with coaching, training and service strategy
Develop and coach team of quality analysts by providing ongoing opportunities for individual development of own team members and others from across the organization
Qualifications
Knowledgeable in the use of visual analytics such as Tableau
Strong track record in building ongoing business relationships within and outside of Customer Service & Support areas
Possess strong analytical skills to identify and provide solutions to potential training/quality opportunities that may be systemic to the organization
Open, honest, professional, displays confidence and courage in difficult and diverse situations
Prior experience managing quality program requred
5+ years of people management experience preferred
Proven ability to lead a team, projects and competing demands to deliver business outcomes
Prior experience with speech analytics tools preferred
Bachelor's degree required, Master's degree advantage
Able and willing to work in a US timezone
Do you want to be part of a team helping re-invent the way knowledge professionals work? How about a team that works every day to create a more transparent, just and inclusive future? At Thomson Reuters, we've been doing just that for almost 160 years. Our industry-leading products and services include highly specialized information-enabled software and tools for legal, tax, accounting and compliance professionals combined with the world's most global news services - Reuters. We help these professionals do their jobs better, creating more time for them to focus on the things that matter most: advising, advocating, negotiating, governing and informing.
We are powered by the talents of 25,000 employees across more than 75 countries, where everyone has a chance to contribute and grow professionally in flexible work environments that celebrate diversity and inclusion. At a time when objectivity, accuracy, fairness and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward.
Accessibility
As a global business, we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.
We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law.
More information about Thomson Reuters can be found on .
Locations
Manila-Philippines
Thomson Reuters

Manila City, Metro Manila
Permanent
Full-time