Essential Duties and Responsibilities:
- Establish and communicate monthly QA monitoring targets.
- Manage QA team performance to ensure completion and achievement of established targets.
- Provide required daily and monthly reports to leadership
- Perform trend analysis based on QA evaluation results to improve call center performance and efficiency.
- Utilize trend analysis data to identify and escalate issues, design refresher topics, and improve new hire training.
- Under direction of leadership, research, develop, and implement new features, technologies, new programs and methods to improve QA processes.
- Possess knowledge and skills to perform all direct QA /Training functions if required.
- Perform ad hoc research, reports, analysis, and other duties as assigned by Manager.
- Ensure that all new-hire training classes and refresher classes are properly planned, created, and delivered by the training...