Brief Job Description

• Ensure timely incubation of QCAs in allocated processes and ensure QC deliverables (evaluations, reporting, feedback, reporting, etc.) targets are met
• Assist in setting up the Quality Compliance function for business processes in coordination with Operations and/or migration teams
• Ensure timely and accurate reporting of internal ratings on SLA parameters and Quality performance
• Work closely with the Customer Experience team to drive improvement in CSAT and soft skills
• Actively work with GB/BB to identify improvement areas and/or improvement projects on initiatives like AIM
• Train/Mentor QCAs on Quality Tools and concepts (QPE Orientation, Quality Core Skills Training)

Competencies Required

• Proven leadership skills
• Ability to develop and motivate a team
• Ability to communicate effectively to a variety of audiences