Job Responsibilities:
•Provide clear insights into performance drivers and the gaps that impact performance
•Compile and track performance of the quality coaches and SMEs
•Ensure and maintain the quality and CSAT performance
•Audit QAs and SMEs and provide feedback for improvement
•Mentor the quality coaches and SMEs
•Hold weekly internal and external calibration sessions to ensure alignment on Majorel's quality guidelines
•Provide analysis, action plans and recommendations to the management team
•Provide project and specialist performance reporting, including statistical analysis and reporting
•Collaborate with peers to establish a positive team environment that supports and reinforces best in/out of class customer service practices
•Provide recommendations to management regarding the development of policies and procedures; identify and implement processing efficiencies; identify trends and continuing education opportunities
•Mentor and coach quality coaches providing constructive analysis of their work and measurable performance improvement goals that enhance the customer experience
•Develop action plans to drive improvement (provide base line statistics and reporting showing the effectiveness of action plan)
•Motivate and develop quality coaches and organize team building activities
