Key Responsibilities: · Meeting & exceeding defined KPIs · GB or YB Trained/certified candidate will be preferred · Should be able to create a strong governance model to ensure compliance on QA KRAs · Using smart logic in sampling for audit planning & ensure complete audit coverage · Support peers & focus on QA metrics and operational processes that drive KPI results · Highlight bottom quartile performers & QA outlier management · Coordinate with training and Operations to identify systemic quality-improvement opportunities · Capable to meet ADHOC Client end requirements within specified timeline · Ensure participation in all internal & client call as required · Lead & participate in calibration sessions with Quality/Operations & Client · Team management & staff planning · Coach analyst based on evaluation trends · Conduct performance reviews and team meetings · Report results of evaluations to all stakeholders on weekly & monthly basis · Analysis on contact driver and highlight different level trends · Use trends to identify training needs and developing action plans & tracking daily feedback closure · Prepare Weekly,
Monthly & Quarterly reviews · Assures effective process and policy mechanisms are in place · Weekly QA Spot-check Reporting · To oversee risk management activities across the Program · Initiate metric improvement activities/projects · Should have ability to interpret the data and come up RCA’s and action plan to ensure consistency in performance · Develop Improvement plan in liaison with other department(s) & monitor efficacy on weekly and monthly basis · Work on Customer Experience analysis and identify causal factors which are impacting CX and share recommendations Key Skills: · Ability to motivate and inspire recent & existing Teammates. · Skills for planning, assigning work & grievance handling · Must have a strong eye for detail and a thorough understanding of client expectations · Must display positive energy, service-oriented attitude towards all teammates. · Strong managerial, organizational, prioritization and leadership skills · Solid language fluency required – Reading, Speaking, understanding & Writing (enunciation, clarity and professionalism)