Responsibilities: 
Direct management of QA Supervisor and QA Specialist in Customer Experience Center

- Analyze and evaluate staff performance to develop performance plans to drive excellence providing weekly coaching and feedback

- Maintain a thorough knowledge of product, policies, and technology  Monitor according to Customer Experience Center Director and company expectations

- Maintain accurate and sufficient documentation of calls via QA scorecards, including positive observations, as well as areas of needed improvement

- Provide ongoing QA Call Evaluation reporting and notification to CEC Operations

- Participate in monitoring and calibration sessions with CEC Operations

- Oversee certification of all employees during the new hire process

- Other Related Duties:

• May give presentations and mentoring to new employees
• May participate in action planning meetings
• Perform ad-hoc tasks assigned and report to Customer Experience Center Director 

Requirements:

- Education : University Graduated up

-Languages: Highly advanced communication and writing skills in English

- At least 3 years experience in a similar position

- Performance Management background  

- Strong organization and planning skills

- Excellent interpersonal and communication skills

- Pleasant personality and honest

- Competency in computer skills

- Knowledge of MS Office and Google Suite

- Experience in customer service center quality assurance and management of QA departments for customer service and collections  

- Proven knowledge of customer service center operations, collections and client relationships

- Ability to perform critical analysis and propose solutions

- Ability to communicate effectively with all levels in the organization