This position manages client and product specific related concerns and ensures that all Quality Updates are communicated to all stakeholders and that everyone is calibrated. The incumbent also conducts root-cause analysis on monitored calls within Results.
Responsibilities
- Evaluation, documentation and analysis of calls through automated recording system to identify employee performance, call center trends and to determine customer satisfaction levels.
- Facilitate calibration; facilitate/deliver new hire presentation
- Correlates QA to other client metrics.
- Communication with internal and external clients regarding employee/team performance
- Facilitate RCA calibration, facilitate/deliver new hire presentation.
- Perform other duties, functions and tasks that are incidental and inherent to the job.
Qualifications
- Proficient in the use of commonly used Quality Transaction Monitoring tools such as Verint, Nice as well as strong working knowledge in the use of reporting tools such as MS Excel and PowerPoint
- Knowledge of Six Sigma methodologies preferably with Black and Greenbelt certification
- Knowledge of COPC, TQM, ISO or other QM tools/concepts
- Knowledge of Call Center operations and procedures
Skills
- Excellent communication skills
- Excellent presentation and analytical skills
- Strong interpersonal skills at both individual and team level
- Must possess effective organizational skills and time management skills
- Strong reporting skills
Abilities
- Ability to effectively lead a team and foster professional working relationships and high standard of work ethics
- Possesses a collaborative working style and the ability to work independently and in a team environment.
- Ability to plan, organize, and schedule work flow to meet rigid project deadlines
- Adaptable and able to move with change while maintaining a positive attitude
- Ability to work on several projects simultaneously
- Ability to communicate professionally with all levels of management
Ability to work on a flexible schedule (graveyard/shifting schedule)
