Job Description
Brief Job Description
- Ensure timely incubation of QCAs in allocated processes and ensure QC deliverables (evaluations, reporting, feedback, reporting, etc.) targets are met
- Assist in setting up the Quality Compliance function for business processes in coordination with Operations and/or migration teams
- Ensure timely and accurate reporting of internal ratings on SLA parameters and Quality performance
- Work closely with the Customer Experience team to drive improvement in CSAT and soft skills
- Actively work with GB/BB to identify improvement areas and/or improvement projects on initiatives like AIM
- Train/Mentor QCAs on Quality Tools and concepts (QPE Orientation, Quality Core Skills Training)
Competencies Required
- Proven leadership skills
- Ability to develop and motivate a team
- Ability to communicate effectively to a variety of audiences
- Ability t...