Perform day-to-day QA evaluations and all related processes, ensuring alignment with quality standards and business goals. […]
Deliver insights and process recommendations based on QA findings; work closely with Operations to communicate trends and corrective actions.
Support and facilitate Triad Coaching and GROW-based Coaching for frontline leaders and agents. […]
Organize and lead internal and external calibrations, ensuring all QA parameters are clearly defined and consistently applied.
Track coaching completions, and manage the safekeeping of coaching logs and documentation. […]
Monitor key...