Job Description

Role & Responsibilities:

• Lead and oversee a team of Quality Assurance (QA) professionals and Trainers.
• Conduct data analysis and prepare designated reports and presentations.
• Manage client and stakeholder relationships.
• Participate in both internal and external calibration sessions.
• Communicate the importance of delivering a positive customer experience and raise awareness within the team.
• Make recommendations for process improvements and drive their implementation.
• Ensure adherence to internal policies, procedures, and compliance regulations.
• Minimize the learning curve and enhance the product and process knowledge of new team members.
• Ensure consistent compliance with internal policies, procedures, and regulatory standards.

General and Specific Skills:

• Minimum of 1 year experience in a leadership role for a QA and Trainer team in a Call Center environment.
• Ensure effective delivery of process quality and training within set deadlines.
• Evaluate and address process quality issues with tangible corrective actions.
• Assess the effectiveness of training and development (T&D) programs.
• Enhance calibration among QIC, SME, and CSM within the team.
• Provide clear and constructive feedback to the Front Line Recruitment Teams regarding the quality of new hires.
• Develop and implement a Quality framework.
• Ensure consistent and high-quality training delivery across all training teams in accordance with client requirements.
• Optimize communication channels with other departments and clients.