Sr. Associate - Quality - Voice 5B
Core
Monitor calls, provide coaching and feedback, and analyze efficiency to drive quality scores and workforce optimization for voice customer care operations.
Role type
Senior Associate, Quality Assurance (Voice)
Builds
Quality assurance processes and operational efficiency reports for customer care teams
Domain
Customer Experience (CX) / Voice Operations
Deliverable
dashboards & analysis
Required skills
Data Analytics, Quality Assurance (QA) Standards, Quality Compliance, Quality Management, Fraud Detection, Fraud Disputes, Customer Experience (CX), Customer Service
Preferred skills
Lean, Six Sigma
Technologies
Multiple systems and tools for real-time floor operations
Responsibilities
Monitor calls and provide coaching/feedback to drive quality scores; Track real-time agent schedule alignment and optimize breaks; Conduct root cause analysis for SLA deviations; Manage daily exception requests and update agent schedules; Coordinate entitlement planning and scheduling; Generate and analyze efficiency reports; Support process improvement initiatives including Lean and Six Sigma projects.
Seniority
Senior, hands-on IC