Quality Team Leader

About the Job

• Supporting the Operational Team by identifying process improvements
• Delivering training to maximize operational efficiency and delivery of a better customer service
• Leading all internal audits and analyzing metrics to determine the source of quality issues
• Devise & implement action plans to improve performance and mitigate business risk
• Develop and implement a Quality Assurance framework including the creation, roll out and development of quality monitoring forms and procedures
• Collect and analyze quality metrics including performance against KPIs and agent productivity
• Prepare, monitor, and maintain all quality reports
• Leading complaint resolution, root cause analysis and the implementation of corrective action
• Champion a culture of continuous improvement

Job Requirements

• Fluent in English is a must.
• Outstanding communication skills.
• Excellent organizational and leadership skills
• In depth understanding of quality control procedures and relevant legal standards
• Proven work experience in the same position at a call center is advantage.
• Have more than 5 years of experience at the same position or something similar.
• Previous experience in the Healthcare industry is preferred.
• Certification of quality control is a strong advantage.