We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!
· Reporting directly to the Quality Manager.
· Ensuring that your team delivers quality work to internal and external clients in an efficient and timely manner.
· Facilitating activities that will engage team members and nurture a fair and innovative culture through team buildings, planning sessions, rewards and recognition, etc.
· Ensuring and tracking the productivity and coverage targets of your assigned team.
· Serving as an alternative contact person in the absence of the QA Manager.
· Properly onboarding and facilitating goal setting the new QAs in your team.
· Providing feedback to Operations and Quality Managers on campaign results and trends.
· Conducting spot-checks on evaluations made by QAs, Team Leaders, Sales Coaches, and Trainers at least once a month.
· Taking ownership of Critical Errors, Physical/Information Security Processes, and escalating to Operations /Training/QA Management, and HR as needed.
· Collaborating with Operations and Training teams in mentoring Team Leaders and Trainers on QA tools and processes via calibrations, triad coaching sessions, one-on-ones, etc.
· Consolidating and analyzing results and trends on quality metrics and sending weekly and monthly QA reports.
· Data analysis, sharing of performance trends and actionable recommendations to Operations and Training for agent/program performance, knowledge, and skills improvement
· Creation and documentation of QA- or campaign-specific processes.
· Liaising with Operations, Training, and Clients on development and improvement plans for Operation-, Training-, and QA-related processes.
· Actively participating in internal and client meetings and performance reviews.
· Providing additional evaluations and/or spot checks to help identify call trends and agent behaviors.
· Regularly mentoring and coaching QAs
· Preparing the QAs’ monthly scorecard and discussing the QAs’ performance individually.
· Reviewing the good calls submitted by the QAs and submitting them to the QA Manager.
· Administrative functions such as timekeeping, carrying out of corrective actions as needed, performance assessments, etc.
· Carrying out other tasks as assigned by the Quality Manager.
Join the A-Team and experience the A-Life!
