Job Summary Responsible for the design, implementation and operation of the Quality Management System Role and Responsibilities - Implement the Program’s Quality Plan and monitor overall activities of the QA team as agreed with company and the clients.
- Collaborate with Training, Operations and the Client to keep an open line of communication regarding CSR and Program quality specifics.
- Develop and execute innovative strategies to ensure CSRs have the necessary skills and competencies to meet client expectations.
- Monitor progress of individual team members; recommend performance action plans for members who are not meeting established standards.
- Work with program Supervisors and Managers to ensure that all CSRs are meeting agreed quality standards.
- Provide guidance as needed to both new hires and less experienced staff.
- Attend and contribute to internal and client meetings, calibrations and similar get-togethers to become updated with latest concerns and issues in the department and in the program.
- Remain abreast with program and product updates and assist in conducting Training Needs Analysis for continuing education of CSRs and Leaders.
- Provide quality trends and make recommendations for up-training and/or skills enhancement to Training and Operations teams.
- Investigating customer complaints and deficiency reports and providing identification of causes to appropriate authorities.
- Perform other duties and responsibilities that maybe assigned from time to time related to Quality Control.
- Excellent in Computer skills and Microsoft Office applications.
- Ability to use positive language.
- Excellent leadership and interpersonal skills.
- Confidence and a positive attitude a must.
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