Essential Duties and Responsibilities

• Spearheads the Quality team in identifying gaps from new hires to tenured agents
• Plan, develop and implement strategies for performance management and personnel development to meet organizational goals within agreed budget and timelines
• Drive performance optimization by identifying process gaps and opportunities for efficiency
• Perform employee development and administrative supervision of a team of Quality Analysts
• Ensure compliance to program/account policies and procedures
• Provide the client and/or Operations with necessary “line-of-sight” in managing the metrics via reporting to analytics to recommend appropriate process improvement techniques
• Facilitate brainstorming sessions in addressing current issues to create action plans in achieving goals and sustain improvement
• Apply statistical methods in creating survey designs, implementation and data collection.