Main Objectives and Functions:
1. Achieve center performance target on Quality metric
- In-charge of the center’s overall performance on Quality metric
- Designs QA strategy with SOM/OM and Account Managers (remedial plan)
- Defines standards and establishes clearly defined quality methods for staff
- Conducts Root Cause Analysis meetings with the Management Team
- Ensures QA Team follows procedures consistently
- Oversees deployment of new programs and procedures
- Collaborates with Training and Recruitment Heads to assess quality of new hires
- Identifies quality-related training needs
- Validates effectiveness of feedback and coaching
- Recommends corrective actions for performance-impacting offenses
- Creates site QA strategy and action plan for all skills and groups
2. Support for Operations
- Ensures adequate QA Staff support for Operations; aligns QA assignments
- Selects new QA Analysts and Supervisors; coordinates with Recruitment
- Validates staff and agent understanding of QA Guidelines
- Provides training and tools to drive performance
- Reinforces Operations compliance with QA programs and action plans
- Reviews and approves weekly monitoring calendar
- Tracks QA team performance and ensures deliverables
- Authorized to issue DA to staff from Supervisor to OM if no improvement is shown
3. QA Staff Performance Evaluation
- Distributes workload to Senior QA Supervisors to meet demands
- Evaluates monthly performance of Senior QA Supervisors using scorecard
- Ensures regular PIP implementation and gap closure
- Mentors, coaches, and counsels Senior QA Supervisors
- Ensures monthly evaluation and feedback for all QA Staff
4. Reports
- Provides documented feedback to QA and Operations Managers
- Distributes department reports to meet operational demands
- Ensures QA team calibration with client guidelines
- Sends list and status of agents in Performance Improvement Plan
- Responsible for accurate and timely delivery of reports and trends
Additional Responsibilities:
Information Dissemination and Calibration
- Participates in internal and client calibration sessions
- Escalates client-related performance issues to Vendor Management
- Disseminates new procedures and programs center-wide
Special Assignments and Tasks
- Leads Immersion and Orientation for new QA Staff
- Ensures participation in department activities