Screened, interviewed, and managed a minimum of 15 quality assurance representatives (depending on the need during ramp seasons) that are distributed across 5 LOBs depending on client needs.
Generated weekly, monthly and quarterly reports for operations, quality and external clients.
Reviewed calls/chats across the Technical and Customer Service Teams; ensured business and technical requirements were communicated and coordinated.
Led Quality and Operations teams, to create questions and determine scoring for quality forms, as well as doing an Evaluate the Evaluator program to ensure consistency in scoring across operations and quality.
Facilitate internal calibrations with co-quality assurance members and universal calibrations with clients.
Provided new-hire support and feedback to operations, as well as reviewing NPS detractor calls/chats, to improve quality scores and agent performance.
Produced job aids and training presentations, as well as QA talks, both for operations and new-hired QA members that are utilizing quality forms.
