Rider Quality Assistant Manager
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Key skills for this role
About the Role
Lead quality assurance activities, monitor performance, improve processes, and manage team while ensuring compliance and effective communication.
Key Skills for This Role
Responsibilities
- Lead and supervise quality assurance activities within the team
- Monitor and evaluate agents' performance on voice and non voice transactions using a quality monitoring system
- Analyze failures and develop action plans and preventive measures
- Generate and deliver regular business intelligence and quality assurance reports
- Conduct calibration sessions with monitors and clients to ensure consistency
- Identify opportunities for process improvement and efficiency enhancement
- Provide guidance and support to QA team members, conduct coaching and feedback sessions
Requirements
- Experience in quality assurance and team supervision
- Ability to monitor and evaluate agent performance using quality monitoring systems
- Skills in analyzing quality metrics and identifying problem areas
- Experience in conducting calibration sessions and coaching
- Ability to develop and deliver training sessions
Full Job Posting
Quality Assurance
- Lead and supervise the quality assurance activities within the team.
- Monitor and evaluate agents' performance on the program level for voice and non voice transactions using a quality monitoring system.
- Assess script adherence, data accuracy, process consistency, and product knowledge.
- Analyze failures and potential failures, and develop action plans and preventive measures.
- Communicate results and findings to management and stakeholders.
- Ensure compliance with monitoring sample sizes for all team members.
- Verify and ensure adherence to sample size requirements for new agents.
- Generate and deliver regular business intelligence & quality assurance reports.
- Review and analyze quality variations from metrics and identify problem areas.
- Collaborate with internal stakeholders to address quality related issues and improve processes.
- Conduct calibration sessions with monitors and clients to ensure consistency in quality assessments.
Process Improvement
- Identify opportunities for process improvement and efficiency enhancement.
- Collaborate with cross functional teams to implement process changes and best practices.
- Provide recommendations for training needs based on quality evaluations.
- Continuously review and update quality monitoring guidelines and score sheets.
Team Management
- Provide guidance and support to the QA team members.
- Conduct regular coaching and feedback sessions to improve performance.
- Develop and deliver training sessions to enhance agents' quality performance.
- Foster a positive and collaborative work environment within the QA team.
- Conduct regular team meetings to discuss quality updates and address concerns.
Governance and Resilience
- Follow all relevant policies, procedures, and processes for the daily work to be carried out in a controlled and consistent manner.
- Contribute to the identification of opportunities for continuous improvement of processes and practices to enhance effectiveness.
- Uphold a high performance working environment and promote HS s Values.
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