Provide clear insight into performance drivers and the levers which impact performance
Lead and manage calibration sessions, ensuring all quality analysts meet or exceed the client required 90% calibration threshold
Own on-time, accurate, quality analysis and reports/visualizations in tight alignment with specified project objectives
Collaborate & communicate effectively with business sponsors, executives and stakeholders
Make recommendations to management regarding the development of policies and procedures; identify and implement processing efficiencies; identify trends and continuing education opportunities
Provide program and agent performance reporting, including statistical analysis and reporting
Maintain proper documentation of call performance and associated corrective measures as applicable
Monitors team compliance to quality standards usings established audit procedures.

Minimum 5 years working experience in a quality Lead role or its equivalent
Thorough understanding of quality management framework
Excellent written and verbal English communication skills
Experience in preparing and presenting written project status reports and executive briefings
Demonstrated ability to develop analytical insights and summarize complex problems into concise reports and findings
Proficiency in MS Excel, Word, and PowerPoint
Demonstration of strong time and work management skills with a progressive, people forward attitude.

Manager, Performance Excellence

Key skills