• Plans for Monthly Sampling and Staffing of QA resources
• Responsible to ensure the required number of evaluations are completed as agreed with operations and Clients
• Manage and report Quality performance as per defined frequencies.
• Conducting / attending regular calibration sessions internally and with clients
• Engage CX data analysis and provide insight on customer Dsat
• Provide analysis on areas of opportunity and action plans to improve performance.
• Responsible for auditing monitors completed by Quality Analysts to ensure adherence of Compliance and Quality guidelines agreed between operations / clients.
• Manage quality resources scheduling on weekly and monthly basis
• Engage and assist in upskilling quality analysts through Employee learning program.
• Conduct reviews with quality analysts using QA scorecards, provide feedback on improvement area and generate action plans.

Partakes in Daily Operations review as part of TOPS framework