Senior Quality Management Specialist
1 day ago
We are a leading provider of IT services and consulting solutions, committed to delivering exceptional customer experiences and ensuring compliance with regulatory requirements. Our QA team plays a critical role in achieving these goals, and we seek an experienced Quality Assurance Manager to lead our QA efforts.
Main Responsibilities:- Develop and Implement Quality Monitoring Programs
Create and maintain quality monitoring programs to evaluate agent performance, ensuring alignment with company and client standards.
Lead and Mentor QA TeamsSupervise and coach a team of QA Analysts in monitoring, coaching, and process improvements, promoting collaboration with Training and Operations.
Analyze Data and Generate InsightsConduct thorough analysis of QA data to provide actionable recommendations for process enhancements and present findings to management and stakeholders.
Drive Process ImprovementsDevelop and implement continuous improvement initiatives to enhance service quality, working closely with Operations to identify root causes of poor performance.
Requirements:
- Bachelor's degree in Business, Communications, or a related field (preferred).
- Strong knowledge of QA methodologies, call center metrics, and performance management tools.
- Excellent analytical skills with the ability to interpret data and translate insights into action plans.
- Strong leadership and team management skills, with experience in coaching and mentoring QA teams.
- Effective communication and collaboration skills to work cross-functionally with Operations, Training, and Client Services.
- Ability to drive process improvements and implement strategic quality initiatives.
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