- Develop, design and execute quality and monitoring
- Provide feedback to various Operations Department on common trends, gaps and performance results
- Help develop solutions aimed to improve quality performance
- Perform regular calibrations between the Quality Team and the Operations Business
- Responsible for managing the Customer Success Group, the Customer Solution Request team and process and Quality Assurance Program
- Develop and drive a positive culture on continuous process improvement.
- Monitor quality program for all customer experiences.
- Monitor productivity, efficiency and quality of their team to ensure that the expectations and KPIs which impact our customers are met.
- Minimum of 10 years experience in the BPO/ Call Center handling Quality and Process Improvement
- Must be Six Sigma Black Belt Certified
- Proficient in Six Sigma Tools and Methodologies a Must
|Job Category||Quality Assurance|