Position Summary

Conduct process audits, deploy designed processes, analyze and report performance on quality; support and implement de-risking plans; share and document best practices; conduct root cause analyses on transaction monitoring to create action plans; monitor transactions and calls for compliance; provide feedback to agents based on findings; participate in calibration processes with clients.

Job Duties and Responsibilities

• Collect, collate and analyze performance data on accuracy
• Conduct process audits, identify gaps in execution process steps, and provide feedback to agents / team leaders
• Highlight key areas of improvement and prepare action plans specific to each area
• Create huddle packs based on the RCAs completed
• Create and implement sampling plan, conduct calibration session and feedback session
• Initiate/participate in calibration sessions with the client and provide RCA for weak...