Job Description
- Perform day-to-day QA evaluations and all related processes, ensuring alignment with quality standards and business goals.
- Act as backup for the QA Manager for Business Continuity purposes.
- Deliver insights and process recommendations based on QA findings; work closely with Operations to communicate trends and corrective actions.
- Support and facilitate Triad Coaching and GROW-based Coaching for frontline leaders and agents.
- Lead, coach, and develop a team of QA Analysts, fostering a culture of continuous improvement.
- Organize and lead internal and external calibrations, ensuring all QA parameters are clearly defined and consistently applied.
- Track coaching completions, and manage the safekeeping of coaching logs and documentation.
- Design and implement quality assurance strategies aligned with contact center goals.
- Monitor key KPIs such as AHT, FCR, and CSAT; provide regular performance reports with insig...
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