Manager-Partner Operations-Operations

• Develop and implement quality assurance policies, procedures, and standards.
• Monitor and evaluate inbound/outbound calls, emails, chats, and other customer interactions.
• Ensure compliance with client-specific and internal quality benchmarks.
• Conduct regular audits and provide actionable feedback to agents and team leaders.

Team Management

• Lead, mentor, and manage a team of Quality Analysts.
• Conduct regular cadence with internal stakeholders and clients.
• Set performance goals and conduct performance reviews for QA team.

Reporting & Analysis

• Analyze quality data and trends to identify areas of improvement.
• Prepare and present quality reports to senior management and clients.
• Track and report on key quality metrics such as CSAT, FCR, AHT, and QA scores.

Process Improvement

• Identify process gaps and recommend improvements to enhance s...