Responsible for the day-to-day activities of the QA Teams from Manila PH and Phoenix, AZ.

Partner with Operations Team Supervisors and leads to ensure agents meet corporate and partner Key Performance Indicators (KPIs).

Monitored and evaluated QA Rep performance for consistency in adherence to company guidelines and provide direct feedback to representatives regarding strengths and weaknesses.

Mentor and coach representatives by providing constructive analysis of their work and measurable performance improvement goals that enhance the customer experience.

Maintain department reporting of QA scores and trending.

Collaborate with trainers and QA Reps to establish a positive team environment that supports and reinforces best-in-class customer service practices.

Ensure that all QA Representatives are meeting statistical targets and provide action plans for those that fall below expectations.

Provide program and agent performance reporting, including statistical analysis and reporting.

Maintain proper documentation of call performance and associated corrective measures as applicable.

Make recommendations to management regarding the development of policies and procedures; identify and implement processing efficiencies; identify trends and continuing education opportunities.

Lead calibration sessions and breakout training sessions as needed. Support new hires and ongoing QA training initiatives as needed.

Stay up to date on new products, procedures, and marketing initiatives.

Manage productivity goals, staffing, scheduling, and daily tasks.