Job Description
Essential Duties and Responsibilities
- Spearheads the Quality team in identifying gaps from new hires to tenured agents
- Plan, develop and implement strategies for performance management and personnel development to meet organizational goals within agreed budget and timelines
- Drive performance optimization by identifying process gaps and opportunities for efficiency
- Perform employee development and administrative supervision of a team of Quality Analysts
- Ensure compliance to program/account policies and procedures
- Provide the client and/or Operations with necessary “line-of-sight” in managing the metrics via reporting to analytics to recommend appropriate process improvement techniques
- Facilitate brainstorming sessions in addressing current issues to create action plans in achieving goals and sustain improvement
- Apply statistical methods in creating survey designs, implementation and data collection.
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