Duties and Responsibilities

Supervise performance of Quality Assurance team by monitoring employee workload and performance and ensuring all department goals and deliverables are met and/or exceeded. Ensure quality of calls through monitoring of live and recorded calls and number of monitors per agent are at the optimum level for each client. Lead Quality performance and calibration calls with appropriate departments. Leads external client calibration sessions in order to ensure understanding of and adherence to client standards of excellence. Review call calibration deviation results to develop remedy action plans. Responsible for performance reporting and analysis of the quality assurance effort, identifying methods or strategies to improve performance. Provide Training, Operations Management, and other applicable departments with timely feedback on analyses identifying issues and trends affecting quality and follows up to ensure accurate, meaningful, and timely training and/or coaching is delivered in response to identified opportunities or performance gaps. Work with Quality leadership team and Quality Specialists to assess and ensure compliance with quality improvement plan against internal and external benchmarks. Coordinate client-specific quality information flow between Client Solutions, Operations, Workforce, Quality Assurance, Training, IT and Implementation. Ensure consistency and accountability of quality assurance function through consultation to exceed quality standards. Responsible for respective department’s overall performance and for motivating team to exceed department goals and objectives. Responsible for understanding, interpreting, and complying with all policies, procedures, and regulations relating to job duties. Perform other duties as assigned by management.