MANAGER, QUALITY
Role: MANAGER, QUALITY
Main Objectives and Functions:
1. Achieve center performance target on Quality metric
- In-charge of the center’s overall performance on Quality metric
- Responsible of designing QA strategy along with SOM/OM and Account Managers (remedial plan)
- Defines standards and establish clearly defined quality methods for staff to apply
- Conducts Root Cause Analysis meetings with the Management Team
- Ascertains that the QA Team follows set procedures in a consistent manner
- Ensures deployment of new programs and procedures
- Works with Training and Recruitment Heads to assess and address quality of new hires
- Identifies relevant quality-related training needs
- Validates effectiveness of feedback and coaching on Quality metric
- Recommends to operation heads corrective action required for unacceptable offenses affecting performance
- Creates the site QA strategy and action plan for all skills and groups
2. Support for Operations
- Ensures enough QA Staff cover support for Operations; align QA assignment
- Responsible for selection of new QA Analysts and QA Supervisors; coordinates with Recruitment in thisregard
- Validates understanding of the staff and agents on the QA Guidelines
- Provides trainings and tools to staff when needed in order to drive performance and achieve results
- Reinforces Operations compliance on the QA programs and action plans
- Reviews and approve the weekly monitoring calendar
- Ensures team deliverables are met and track QA team performance
- Empowerment to provide DA to Staff from Supervisor to OM position whenever no improvement is shown.
3. QA Staff Performance Evaluation
- Implements workload distribution to Senior QA Supervisors to meet operational demands
- Evaluates the Senior QA Supervisors monthly overall performance with a standard scorecard
- Ensures that PIP is taking place in a regular basis and ensures the gaps are closed in team performance Mentors, coaches, and counsels Senior QA Supervisors to improve their performance
- Ensures that every QA Staff is evaluated monthly on overall performance and given feedback
4. Reports
- Provides documented feedback to QA Manager and Operations Manager pertaining to the center’s performance and challenges
- Distributes department reports to QA Staff to meet operational demands
- Ensures the entire QA team is calibrated with the guidelines set by client
- Sends list of agents enrolled to Performance Improvement Plan and their status
- Responsible for accuracy and timely delivery of reports and trends
Information dissemination and calibration
- Joins internal calibration sessions, with Operations and with the client respectively
- Escalates client-related issues to Vendor Management that are affecting performance
- Ensures dissemination of new procedures and programs center wide Special assignments and tasks
- Leads the Immersion and Orientation of new QA Staff
- Ensures participation in the department’s activities