Quality Assurance Manager
2 weeks ago
As a key member of our TASQ Staffing Solutions team, the Quality Assurance Manager will oversee a team of quality analysts and ensure compliance with established processes, policies, and guidelines. Key responsibilities include:
- Leading a team of 15-20 quality analysts to achieve departmental quality standards.
- Monitoring agents for adherence to quality protocols and providing feedback and coaching to improve performance.
- Collaborating with the supervisor and/or team lead to analyze data, identify process gaps, and implement recommendations to reduce errors and improve process performance.
- Developing and maintaining tracking reports to monitor site performance against key business metrics.
- Creating engaging PowerPoint presentations for weekly, monthly, and quarterly business reviews.
Key Qualifications:
- Strong analytical and problem-solving skills with the ability to conduct error analysis and identify process gaps.
- Excellent written communication skills with the ability to craft reports, presentations, and emails that effectively convey complex information.
- Ability to work closely with the Central Quality team to conduct process improvements and projects on multiple locations.
- Proven ability to achieve and maintain departmental quality standards and drive process improvements.
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