Quality Manager at Concentrix | CallCenterNinja.com

Supervise quality work group of clients with multiple programs or lines of businesses which can be across multiple sites/geos, including work assignment and attendance monitoring; providing input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization’s policies and applicable legal requirements
Maintain accurate metrics of direct reports individual performance as well as overall team level performance
Evaluate levels of process and staff effectiveness and works with Business stakeholders to create and collaborate on execution of improvement action plans
Develop strong working relationships with key Business stakeholders, internal and external
Oversee audits of key support processes within each account and recommends changes

Supervise quality work group of clients with multiple programs or lines of businesses which can be across multiple sites/geos, including work assignment and attendance monitoring; providing input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization’s policies and applicable legal requirements
Maintain accurate metrics of direct reports individual performance as well as overall team level performance
Evaluate levels of process and staff effectiveness and works with Business stakeholders to create and collaborate on execution of improvement action plans
Develop strong working relationships with key Business stakeholders, internal and external
Oversee audits of key support processes within each account and recommends changes

Quality Manager