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.