Lead Associate - Transactional Quality
Lead Associate - Transactional Quality
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
- Strong verbal communication and listening skills as well as demonstrated written communication skills.
- Demonstrated analytical skills.
- Ability to influence internal and/or external constituents.
- Demonstrated ability to maintain confidential information.
- Maintains a high degree of professionalism.
- Demonstrates a high commitment to quality.
- Excellent collaboration and team building skills.
- Develops and delivers effective presentations.
- Evaluates quality of service regulatory compliance and adherence to established procedures in relation tocontacts.
- Evaluates potential impact of errors made on the customer and subsequent handling of the individualcustomer#s journey.
- Contributes to benchmark audits and targeted reviews.
- Identifies trends and recommendspriority action items essential for the business to improve the experience for customers and subsequent handling.
- Partners with leadership to identify targeted audit needs for individual sites or teams.
- Works independently toexecute the audit based on the agreed upon scope analyze the audit results write audit summary reports andcommunicate results to local leaders.
- Consults with business to identify top opportunities and recommends actionsto improve work product and business results.
- Regularly partners with business leadership in meetings andcalibration sessions to provide consultation and recommendations including delivery of communication when needed.
- Provides technical assistance to the business with auditing tools or other applicable technology and providessuggestions on audits completed by supervisors and other reviewers.
- May serve as team audit lead on a rotational basis.
- Organizes and obtains pertinent data communicates expectationsto peers and arranges internal calibrations and reaudits.
- Analyzes audit data and assembles audit summaryreports for leadership distribution.
- Participates in audit closing conferences with leadership.
- Completes secondary reviews of peer audits to ensure internal consistency of work. Assists Compliance with targetedreviews.
- Trains new members and mentors potential successors. Performs other duties as assigned.
Qualifications :
- Bachelors Degree
- English B2
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
