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Responsible for monitoring and evaluating transactions for exceptional customer service and technical resolution. Delivers feedback to Operations for continuous improvement. Delivers required number of QA monitors on a timely manner; · Generates and trends weekly/monthly QE related reports · Performs side-by-side sessions and provide real-time feedback · Participates on team meetings/huddles to share Quality and behavioral tagging trends · Participates in QA Calibration and maintain 2.5% variance or lower. · Works closely with the line leadership; · Develops and delivers action plans to TLs and Account Associates. · Skilled in pinpointing root cause/s for performance variance; · Keeps abreast of operational changes; · Upholds the ability to lead by successfully implementing new process; · Upholds corporate values and expected behavior. · Willing to support call volume when needed. · Adheres to the schedule set by the QA SDL / QA Supervisor. · Responsible for identifying and collecting best practices and share then with all QA · Works closely with the QA SDL / QA Supervisor to execute key QA initiatives or special projects, etc.
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