Senior Group Manager - Transactional Quality
2 months ago
Key Responsibilities:Develop and implement quality assurance frameworks, policies, and procedures.Monitor and evaluate customer interactions using QA.....
Key Responsibilities:Develop and implement quality assurance frameworks, policies, and procedures.Monitor and evaluate customer interactions using QA tools and sentiment analysis platforms.Lead a team of QA analysts and supervisors, providing coaching and performance feedback.Collaborate with operations and training teams to address quality gaps and improve agent performance.Analyze quality metrics and trends to identify root causes and recommend corrective actions.Ensure compliance with client requirements, industry standards, and data privacy regulations.Present quality performance reports and insights to senior leadership.Drive initiatives related to customer satisfaction, process improvement, and compliance.Support calibration sessions and client audits.Lead implementation of advanced QA tools including sentiment analysis and AI-driven monitoring
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