DUTIES & RESPONSIBILITIES:

Performance Management:

• Ensures analysts meet standards for monitoring in an objective fashion all customer contact points
• Monitor and control the analysts on Productivity and Attendance related issues
• Prepare plans for Quality Analysts.
• Designs and implements reports to establish patterns and trends of quality issues as they may arise
• Able to provide quantifiable data to all quality judgments that are made
• Works with operations as an auditor as well as regulator of quality issues
• Provides coaching tips and materials to Operations to enhance product knowledge, system navigation and soft skills
• Maintaining Agent wise Error Trend Reports for the process and discussing about the plan of action with operations on a monthly basis
• Maintaining documents related to Internal and External Audits
• Maintaining Consolidated Reports for processes
• Conducts client presentation regarding quality procedures
• Responsible in maintaining all QA related documents. (ie. ISO docs.)
• Responsible in releasing and approving updates to Operations and Training
• Provides updated, accurate and timely reports as required to the Manager
• Works with Operations and Training in achieving quality objectives
• Work on quality audits and quality feedback per the set quality norms and guidelines for the process
• Highlight & facilitate key areas of operational improvement, leading to improvement in Key Client Metrics & SLA's
• Drives quality culture in the team and make quality as a way of life
• Assist team members in meeting/exceeding targets through knowledge sharing
• Ensure process compliance standards as defined
• Overview Quality score rebuttals with Operations
• Master calibrator for the process and participates in calibration sessions
• Coordination of Quality induction for New Hires
• Attend client meetings weekly and as scheduled.

People Management:

• Handles and resolves inconsistency of the team to change as it involves conflicting views and opinions
• Conducts Quality meetings. Expands training knowledge through seminars and keeping abreast of current quality issues
• Develops and trains analysts through coaching, providing work advice and motivation. Also includes counseling for disciplinary actions
• Communicates account overall quality performance to Operations Manager

Process Improvement:

• Provides continuous improvement of processes and systems
• Conducts process improvement plan and quality communication with the client handled, operations and training management

Technical:

• Designs and implements reports to establish patterns and trends of quality issues as they may arise.
• Able to provide quantifiable data to all quality judgments that are made

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 and URAC