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Job Description
Job Description
In this role, you will get to:
As a Quality Associate Manager, you will set the path to success by creating reports that will demonstrate findings which will facilitate improvement in design, training, compliance and operations You are also expected to:
- Maintain audit productivity, on time report delivery and establish realizable deadlines to meet targets
- Create an environment measured by quality-based results
- Coordinate and assist in the delivery of staff training
- Serve as point of contact for quality issues and questions.
- Prepare Metrics/KPI reports and interact with operations and support groups regarding quality improvements.
- Provides performance feedback and input to all monitored calls to increase service quality – real time discussion
- Attend internal and external call calibration sessions as required
- Identify and highlight failure modes in the process and identify unethical practices/behavior and highlight it to Quality Manager /Account Manager
- Generate the QA reports and communicate the same to the Quality Manager /Account Manager
- Report/discuss center wide opportunities to the Quality Manager/Account Manager
Job Requirements
Qualifications
Our most successful candidates will have:
- 2 years experience as part of CE team in the same industry and at least 1 year in a supervisory position
- Typing skills of 30 words per minute with an accuracy of 80%
- Flexible when it comes to schedule
- Excellent communication and presentation skills
- Language Proficiency (either foreign language or dialect), if required
- Knowledgeable in Excel
- Understanding of the quality feedback & reports
