• Responsible for monitoring in an objective fashion all customer contact points. (Web, voice, e-mail, white mail)
• Responsible for reporting all behavior that does not conform to the quality standards set by the company and the account management.
• Designs and implements reports to establish patterns and trends of quality issues as they may arise.
• Provides quantifiable data to all quality judgments that are made.
• Works with operations as an auditor as well as regulator of quality issues.
• Works with Training and Operations to provide trend reports to address any issues that need refresher training.
• Conducts calibration session with the client and with Operations.
• Conducts product specific coaching sessions with the agents regarding trends and quality.
• Responsible in releasing updates and training flashes to Operations and Training group.
• Handles incoming calls and/ or escalated calls and meets telephone productivity standards.
• Follows other tasks and/ or offline tasks assigned by his Training/ Quality Managers.Team Lead-Quality CC

DUTIES & RESPONSIBILITIES:

Shift Management Function:

• Performs daily monitoring of CSAs quality & productivity metrics by utilizing reports and database available.
• Implements floor management policies in order to ensure adherence to service level agreements between clients.
• Ensures that CSAs scheduled for the day is accounted for.
• Ensures connectivity and proper functioning of systems/ equipment of the CSAs prior to the shift and reports to workforce, CT group and Operations Manager for the immediate repair/ replacement of defective unit.
• Answers questions while CSAs are on-line and provide assistance in cases of technical problems experienced by CSAs in their function.
• Ensures that coaching and huddle schedules on a daily basis are carried out.
• Ensures CSAs adherence to schedules – shift schedule and off the phone schedules.                  
• Ensures that Team Leader checklist is completed daily and submitted weekly to his/ her respective leader.
• Escalates issues to Operations Manager or Shift Manager.
• Accomplish monitoring requirements as needed.

Quality & Policies/Procedures Compliance Monitoring Function:

• Be able to provide timely and accurate updates to the CSAs thru scheduled coaching time and/ or ad hoc for Hotline behaviors and/or non-compliance errors.          
• Be able to carry out process related activities within the prescribed turn-around time.
• Ensures that non-compliance errors are coached to CSAs within the turn- around time.
• Ensures that all monitored calls are reviewed within the turnaround time.
• Attends calibrations and alignment meetings with support groups (QA and/ or Training).
• Knows and follows existing internal and external processes of the program
• Be able to carry out disciplinary action documents on a timely manner.
• Ensures that CSAs adhere to work schedule.

Staff Development/Team Building Function:

• Be able to manage and resolve CSAs’ HR related concerns
• Be able to ensure high morale of the team by carrying out team bonding activities.
• Be able to coach CSAs and provide feedback on weekly performance as evidenced by a signed coaching log. Complete one-on-one feedback sessions with CSAs, which can include counseling for disciplinary purposes (Ensure high motivation with low disciplinary actions).
• Be able to cascade process/ product updates to CSA on a timely manner
• Be able to do trend/ call handling analysis on CSA’s calls for coaching and action planning.
• Be able to create specific Individual Development Plans for CSAs over a given period of time.
• Be able to effectively cascade internal & client-related policies and programs to CSAs on a timely manner.
• Be able to meet with team at least once a week to discuss issues and share best practices.
• Be able to identify team members who display potential for other positions within the company.  Assign tasks or projects to further develop that potential.

Administrative Function:

• Generates individual semi-monthly Employee Attendance Records via Global ESS.
• Reflects approved changes on schedules.
• Be able to conduct yearly performance appraisals.
• Be able to investigate and validate violations to the Project Cigna Code of Conduct, recommends and serves corresponding disciplinary action.
• Be able to perform special assignments or handle projects as delegated by leaders.
• Be able to submit reports as needed:

• Weekly Coaching logs
• Weekly Huddle Agenda
• Weekly & Monthly Team Performance Reviews
• Yearly Performance Appraisal for each CSA
• IDPs for CSAs
• Monthly EXCEED Nominees

Others:

• Perform tasks assigned by the Shift Manager.
• Periodically conducts interviews and screening for agent positions.

General Safety and Security

• Protects the organization’s assets by upholding the principles of the Quality Information Security Management System (QISMS).
• Ensures confidentiality, integrity, and availability of information critical to fulfilling the organization’s business functions.
• Remain compliant with the relevant business, local and international regulatory and legislative requirements particularly the Health Insurance Portability and Accountability Act of 1996 (HIPAA), HITECH Act & URAC.

BLR, AMR TECH PARK 2A 2nd FloorIndia