- Lead and manage Quality Evaluators and Team Leaders to maintain high-quality standards
- Drive client and stakeholder collaboration to implement continuous process improvements
- Monitor transaction quality and ensure compliance with performance standards
- Analyze agent performance and process efficiency for ongoing enhancements
Role Responsibilities:
- Manage a team focused on transactional quality and performance monitoring
- Use Six Sigma methodologies to improve system quality and performance
- Track and analyze process trends, implementing corrective actions where necessary
- Prepare and present detailed performance reports and implement motivational initiatives