Team Lead-Quality CC

About the role

Responsible for reporting all behavior that does not conform to the quality standards set by the company and the account management. Designs and implements reports to establish patterns and trends of quality issues as they may arise. Provides quantifiable data to all quality judgments that are made. Works with operations as an auditor as well as regulator of quality issues.

What you'll do

• Performs daily monitoring of CSAs quality & productivity metrics by utilizing reports and database available
• Implements floor management policies in order to ensure adherence to service level agreements between clients
• Ensures that CSAs scheduled for the day is accounted for
• Ensures connectivity and proper functioning of systems/ equipment of the CSAs prior to the shift and reports to workforce
• Answers questions while CSAs are on-line and provide assistance in cases of technical problems experienced by CSAs in their function

What you need

• Compliance
• Performance management
• Reporting
• Any graduate