To maintain scorecard to match each team's, company regulation and goals
To audit the FTE & BPO staff, lead weekly performance update to make sure standard is being followed
Consolidate QA score and analyze results to
Work closely with training on refresher course
Work closely with CX Ops to improve process
Improve Internal QA workflow by maximize available tools to increase accuracy
Monitor unit-level customer feedback mechanisms and maintain customer feedback log.
Act as an advocate for quality assurance and enhancement.
Provides constructive and actionable data-driven or simplifies complex into more understandable insights report to various internal support groups as needed.
Utilizes quality monitoring data management system to compile and track quality performance of CS teams and individual agents.
Requirements
Bachelor's Degree in a related field
Good command of written and spoken English
Excellent communication skills
1-3 years of QA management and related experience is a plus
Strong analytical skills to conduct data-driven decisions and Proven ability to solve problems creatively
Strong familiarity with educating management software tools, methodologies, and best practices
