Job Description

Essential Job Functions:

Quality Assurance

• Execute and monitor applicable KPIs according to company standards;
• Perform daily monitoring of key performance indicators, including: LNR, Milestones, POD Latency, Pre-Alerts, CN, Timely Invoicing, Timely Loss Review, Unbilled Revenue, Open Accruals, Imbalances, Data Quality Reports, Other operational metrics as required;
• Collaborate with the Operations Manager to establish performance improvement plans;
• Identify trends, root causes, and opportunities for process improvements;
• Provide regular performance reports and recommendations.

Client Relationship Management:

• Serve as the primary escalation point for client issues;
• Ensure alignment between client expectations and operational capabilities;
• Communicate proactively with clients regarding performance, issues, and solutions;
• Work with Operations leadership to investigate and resolve service issues;
• Maintain strong, professional relationships with clients.

Supervisory Responsabilities

• Supervise staff assigned to the Quality Assurance division;
• Provide coaching, feedback, and performance management;
• Support hiring, onboarding, and training activities as needed;
• Ensure team compliance with company policies and procedures;

Key Competencies

• Strong analytical and problem-solving skills;
• Client-focused mindset;
• Effective communication and interpersonal skills;
• Ability to manage escalations and sensitive situations;
• Leadership and team supervision;
• Process improvement orientation.

Educations and Experience

• Bachelor’s degree or equivalent experience;
• Experience in operations, quality assurance, or client relationship roles;
• Supervisory experience preferred;
• English proficiency required;