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- Manages strategic quality initiatives on top of reporting and quality review functions.
- Responsible for team management & facilitate meetings with stakeholders.
- Lead and mentor QA team members and setup robust quality metrics.
- Provide timely feedback to client on process enhancements to improve quality standard.
- First point of escalation and clarification on HR-related matters and concerns.
- Course correct non-performing metrics and analysts through root cause analysis and solid action planning.
- Motivate and strategize how the team will meet efficiency, productivity and consistency targets.
- Performs twice a month check-point on the analyst's performance using scorecards as a point of discussion.
- Chart a career development plan for the analysts and provide guidance on how to achieve personal and career goals.
- Elevate and escalate red flags to management on a duty of care perspective.
- minimum Diploma holder
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Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.
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