Job Details
Experience Needed:
Career Level:
Education Level:
Salary:
Job Categories:
Skills And Tools:
Job Description
- Analyzes the performance of the QA supervisors and team on an intraday/daily/weekly and monthly basis to maximize business performance.
- Support, motivate, evaluate, develop and coach their QA Supervisors to continually meet and exceed their individual / team targets
- Hold Educational Learning Plans (ELP’s) with their team of QA Supervisors.
- Hold frequent QA Supervisor Meetings with their team to focus and highlight priorities
- Identifies QA teams who are not meeting goals and conducts one-on-one coaching sessions with and agrees action plans to follow.
- Studies performance reports to develop QA staff tools to enhance performance of low performing coaches and analysts
- Participate with internal departments to meet client’s deliverables
- Develops and ensures daily execution of QA processes via oversight and support to the QA/Sup/Leads for each program.
- Monitors performance by gathering relevant data and producing statistical reports.
- Manage a program performance scorecard based on annual strategic plan of the country market
- Develop direct reports relevant to team-wide behavior opportunities.
- Manage on Client´s escalations process
Job Requirements
- Proven experience as quality manager in Call Center particularly.
- Conscientious and responsible
- A keen eye for detail and a results driven approach
- Outstanding communication skills
- Excellent organizational and leadership skills
- Proficient in MS Office
- In depth understanding of quality control procedures and relevant legal standards
- Excellent math abilities and working knowledge of data analysis/statistical methods
- BSc/ Ba in business administration or relevant field
