Job Description

Date Posted: 2009-11-12 Ref. JB1348271

Assistant Manager, Quality Assurance
Confidential Company

•Ensure that a defined percentage of associate calls are reviewed on a monthly basis through remote or side by side monitoring and provide feedback
•Maintain and prepare reports and present findings on a daily, weekly and monthly basis to site management
•Provide additional help by coaching after doing side-by-side monitors
•Conducts and/or attends weekly calibration sessions by listening and measuring calls and calibration to the normal quality standards.
•Creates and conducts training materials for training sessions and/or refresher modules with associates and Assitant Manager Operations
•Provide updates when there are processes, policy or procedure changes ensuring that information is communicated properly.
•Assist in the implementation of the Group compliance policy locally
•Maintain THE COMPANY’S internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators; Awareness of Operational Risk associated with the role

Skills

•Substantial experience in customer contact, sales and/or telemarketing of 1-3 years.
•Must be proficient in the English language/ language required by the process, and the ability to provide feedback in a professional manner.
•Open to working shifting schedules.
•Good analytical and problem solving skills.
•Proficiency with personal computers and basic software packages and specialized applications
•Must have the ability to think creatively, identify gaps, analyze and report data in addition to creating and following up on established associate action plans.