Responsibilities:

• Provides statistical and performance feedback and coaching on a regular basis to each team member.
• Shares continual responsibility for deciding how to manage the quality analysts, ensuring audits are carried out efficiently and effectively
• Responsible for driving the design for customer centric model operations of customer interactions, processes, and standards.
• Should be an effective quality advisor who initiates process, technology and people-oriented change deploying mechanisms that ensure a world class and consistent performance.
• Facilitates reviews, calibrations, action plans and liaises with all respective stakeholders such as Training & Customer Experience Leadership.
• Has deeper understandings of Quality Inputs and Outputs along with skillsets to devise adequate measure to address qualitative and customer experience objectives
• Demonstrates Analytical and statistical approach that enables conclusive insights and data-driven actions across relevant business levers (agents, training, process, technology)
• Helps minimize ambiguity in the operations and service delivery.
• Develops proactive solutions and controls efficacy of the actions to close loop on gaps and deviations.
• Highlights key findings & areas of opportunities related to domain/business to the higher leadership.
• Leading and mentoring the team to deliver high-output quality assurance process by providing inductions and training when required.