Quality Unit Head Contact Center Field
Posted on :
15-07-2024
Employer Active
1 Vacancy
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Job Description
- Oversee and supervise Target based transaction quality monitoring for the team and ensure accuracy.
- Oversee, and ensure focused audits for RCA & issues identification to support business.
- Prepare, review and assure delivering agent level scores, areas of opportunities are reported to Operations.
- Monitor and ensure to track process levels gaps and areas of opportunities are reported to Operations & Clients.
- Monitor and proceed call calibrations with departments such as Training & Operations.
- Ensure the internal call calibrations are performed within the Quality Team as per set frequency.
- Manage and lead Quality team consist of Assistants and Specialists ensuring their targets are met and performance evaluation is done in the followed practical method.
- Review, monitor and audit the QA's audits to identify their skill gaps for their performance improvement.
- Respond, interact and work on client emails and attend client business meetings.
- Evaluate, train and develop QA's performance and skill gaps and prepare a proper coaching and development of the members.
- Liaise and follow up with Training Team to ensure Quality Team is updated on new product updates, process and procedure changes.
- Liaise and communicate with Operations Supervisors on Agent Feedback Acknowledgment and Dispute Process and provide improvements feedback related.
- Ensure to know of all qualitative and quantitative KPIs of the programs and do the necessary RCA to help operations understand the reason for any performance drop.
- Perform, act and work as a backup QA evaluator and evaluator calls to ensure meeting the process target.
- Monitor staff achievements, perform periodic performance appraisals, and provide guidance, coaching or training to direct reports in performing their delegated duties.
- Optimize the use of personal and team time/effort in carrying out assigned duties, to ensure work meets agreed standards for timeliness and quality.
- Ensure continuous monitoring of trends in the market and provide advice to leadership on potential initiatives.
- Maintain confidentiality in all matters related to work and information.
- Perform any other duties assigned to him/her related to the nature of the work.
Employment Type
Full Time
Company Industry
Department / Functional Area
Key Skills
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