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.