Job Description
Daily supervision, coaching, mentoring, motivation and coordination of a team of Quality Analysts to ensure reporting requirements and performance metrics are met
Provide qualitative and quantitative feedback on compliance and transactional accuracy to team leaders, members of management and department representatives
Lead and support QA related performance management initiatives
Develop internal control systems to determine if Quality Analysts/QA processes/QA systems are producing useful, accurate and reliable data in accordance with QA policies and procedures and proactively assessing and addressing any potential risks with QA leadership
Lead or support trainings for new and existing agents to ensure that they are able to meet and exceed the defined SLAs.
Perform critical business analysis of issues identified by QAs, including identifying root cause(s) and identifying value-add opportunities for improvement in a timely manner
Assess new and ongoing projects work plans and workflows, and audit approaches with recommendations to optimize quality and production
Analyze QA reports to identify trends and make relevant recommendations to Training, Operations and any other applicable business units.
Maintain a thorough understanding of assigned accounts product knowledge, processes and policy requirements and ensure that any changes are updated in relevant logs and are effectively communicated to the relevant parties.
Develop and maintain effective working relationships with clients and/or accounts projects managers.
Lead and support additional special projects and initiatives of the QA team as necessary to achieve departmental objectives; includes the monitoring, evaluation and scoring of new and existing projects.
Managing Client complaints/escalations with the aim of de-escalating the situation and maintaining a positive relationship with the client
Qualifications
Education: Degree in business or any other relevant field/ equivalent experience
Minimum of 3 years of BPO experience required
Minimum of 1 year of experience in Quality Assurance in a BPO center
Minimum of 1 year of supervisory or lead experience to include managing performance, reporting, providing timely coaching and feedback, and motivating employees.
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