Quality Assurance (Fixed nightshift, open for candidates with CS experience)

YOU WILL:
• Regularly review the backlog of agents to find out potential compliance issues/case handling issues/process issues,
report to leadership team in a timely manner.
• Make recovery call for risky cases to minimize high-risk cases to drive CSAT.
• Monitor, evaluate and / or audit samples of inbound and/or outbound calls and other contact methods including
non-voice.
• Maintain strong program knowledge base; basic understanding of client products, services and/or program
strategies.
• Support management focus on review of key drivers, metrics, and operational processes (including Training) that
drive Balanced Scorecards and count profitability goals.
• Provides accurate and timely reports on a daily, monthly, month-to-date and year-to-date rolling basis on call
quality, productivity, availability, and other key metrics as determined.
• Be responsible for physical compliance audits and maintain zero compliance issues in the team.
• Quality Analyses: Produce all quality analysis information required to maintain the performance at level of target
required (statistical, Drivers, Attributes, etc.)
Key Measure:
• Successful implementation of process improvements
• A common quality language regarding processes and improvements used in the organization
• Knowledge of key principles of quality management distributed in the organization