Job Description

Essential duties

• Lead quality programs across operation units.
• Participates in design of call monitoring formats and quality standards.
• Performs call monitoring and provides trend data to operations management team.
• Uses quality monitoring data management system to compile and track performance at team and individual level.
• Participates in customer and client alignments to identify customer needs and expectations.
• Provides actionable data to various internal support groups as needed.
• Coordinates and facilitates call collaboration session for operation staff.
• Provides feedback to operation team leaders and managers.
• Prepares and analyses internal and external quality reports for the management staff review.
• Perform other duties as assigned.

Qualifications

• Bachelor’s Degree in Industrial Engineering, Business Management or any related field
• Preferably from BPO, or Shared Services company
• QMS / Audit certification is an asset but not a requirement
• Proven experience in a time critical analytical role (ability to meet strict deadlines)
• Strong data modelling, documentation skills and high standards or professionalism with what you do
• Ability to work independently and as part of a team
• Excellent communication skills (assertiveness/confidence)