Manager, Quality Management, Corporate Compliance
Contact Center Company
Total years of experience :13 years, 1 Months
7 Accounts) Directory Query - Mobile Services - Home Services - Smart Phones -
Collection - Outbound Sales - Tier 2
o Manage, develop and coach a team of Quality Assurance Coordinators (5 Specialists and
26 Executives).
o Build individual action plans for improvement; ensure full collaboration with
Coordinator to build commitments.
o Provide ongoing feedback to center employees on how to improve quality results;
ensure compliance with control procedures.
o Drive Quality results based on Center performance metrics
Directory Query
o Manage a team of Quality Assurance Coordinators
o Monitor Quality Assurance Coordinators for performance to ensure professional level of
interaction with center staff and stakeholders.
o Ensure the integrity and accuracy of the data provided is reviewed in advance for
reporting and ad-hoc communications.
Mobile Services
o Managing a unit of leaders and monitor the performance progress
o Provide QAEs with Recommendations to improve overall performance
o Handling all related client/Management communications and requests
Directory Query
o Monitor CSRs calls and ensure delivering effective coaching
o Made progress reports on monitored agents
o Gave recommendations and commendations on agents who give superb customer
service
o Work hand in hand with team leaders to improve team’s performance