Quality Assistant Manager

Manage and motivate the team to ensure QA effectiveness and efficient delivery while providing insights through data handling, worksheet summarization, and advanced reporting. Apply knowledge of performance and accuracy management to coach team members and lead planning and conducting of calibration sessions. Lead written and verbal conversations with clients and team members at all organizational levels. Ensure assigned Key Performance Indicators, including Call Handle Time, Email Response Time, Quality, NPS, and Customer Satisfaction, are consistently achieved. Identify emerging trends and challenges to develop proactive solution plans and correct problem areas. Utilize expertise in quality form and program design, scorecard development, sampling techniques, and statistical analysis to drive program improvements. Ensure strict compliance with all operating processes, procedures, and required security measures. Provide clear guidance and support to team members at every level. Adapt quickly to meet evolving business needs within the organization.