“Plans, coordinates, and directs quality control program designed to ensure continuous improvement with established standards.
Develops and analyses statistical data to determine present standards and establish proposed quality and reliability expectancy of errands submitted by agents
Update the Standard Operating Procedures (SOP) / Process documents on a weekly basis
Awareness of relevant risk/compliance/regulatory policies
To complete all mandatory/assigned training programs in the quarter/year
Ensure volumes/work status are captured accurately in web metrics (Tick) tool daily
Coordinates activities by scheduling work assignments, setting priorities, and directing the work of subordinate employees
Ensure positive feedback is received by building effective long-term relationship with clients
Reviews, analyses, and resolves contested case reports
Uses developed techniques to elicit cooperation and participation in potentially volatile situations”