Software Quality Director

1 month ago


Hitchin Hertfordshire, United Kingdom Alorica Full time

We are looking for the right person to remotely manage the programming and wellbeing services that Alorica provides to its Trust & Safety employees/content moderators who, in turn, support of Alorica's growing Trust & Safety clients and their platforms. D. in one or more of these fields and will also have the experience necessary to manage a global team of on-site and remote counselors who provide counseling and wellness services to our employees as part of our client service offering. The appropriate candidate will also be responsible for overseeing the achievement of service metrics and supporting business processes for our Global Employee Wellness Program. Minimum 5 years supervisory or management experience. Effective communication skills to interact with counselors, employees, and clients, with an emphasis on ability to communicate both verbally and in writing.
Basic computer skills. Familiar with Microsoft Office preferred.
Bilingual Spanish and English a plus.
Responsible for the administrative functions and supervision of an operations unit. This includes quality management for a team of onsite and remote counselors and wellness coaches.
Provide organization, direction and staffing for case load assignments to ensure all cases are handled in accordance with our Trust & Safety client policies and procedures.
Coach, mentor, and evaluate the performance of an assigned team.
Routinely evaluate and monitor case management procedures to implement any necessary changes.
Escalate cases through the appropriate channels in accordance with Alorica's policies and procedures.
Provide quality customer service that exceeds customer expectations and improves the level of service being provided.
Support onsite wellness counselors in preparing and delivering wellness programming, including group sessions and creative intervention practices such as guided mindfulness meditation, mindful movement, art therapy, and music therapy.
This position will be exposed mainly to an indoor office environment and will be expected to work near or around computers, telephones, and printers.
Essential physical functions of the job include fingering, grasping, pulling hand over hand, and repetitive motions to utilize general computer software/hardware continuously throughout the workday.
Essential mental functions of this position include concentrating on tasks, reading information, and verbal/written communication to others continuously throughout the workday.
Also note, that reasonable accommodations may be made to enable individuals with disabilities to perform the functions outlined above.
Please contact your local Employee Relations representative to request a review of any such accommodations.
Travel Requirements - up to 50% including production sites in the United States, EMEA, and APAC
If you are interested, please send us your CV in English.
The personal data of the applicants will be processed in strict confidentiality by Alorica solely for the purposes of selection and recruitment and will not be transferred to other data controllers unless required by law. Applicants provide their personal data on a voluntary basis and will have the right to access and correct their personal data within a reasonable time upon filing a written request.
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