Rider Quality Assistant Manager
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Key skills for this role
About the Role
Lead quality assurance activities, monitor performance, improve processes, and manage team while ensuring compliance and effective communication.
Key Skills for This Role
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Quality Assurance
- Lead and supervise the quality assurance activities within the team.
- Monitor and evaluate agents' performance on the program level for voice and non-voice transactions using a quality monitoring system.
- Assess script adherence, data accuracy, process consistency, and product knowledge.
- Analyze failures and potential failures, and develop action plans and preventive measures.
- Communicate results and findings to management and stakeholders.
- Ensure compliance with monitoring sample sizes for all team members.
- Verify and ensure adherence to sample size requirements for new agents.
- Generate and deliver regular business intelligence & quality assurance reports.
- Review and analyze quality variations from metrics and identify problem areas.
- Collaborate with internal stakeholders to address quality-related issues and improve processes.
- Conduct calibration sessions with monitors and clients to ensure consistency in quality assessments.
Process Improvement
- Identify opportunities for process improvement and efficiency enhancement.
- Collaborate with cross-functional teams to implement process changes and best practices.
- Provide recommendations for training needs based on quality evaluations.
- Continuously review and update quality monitoring guidelines and score sheets.
Team Management
- Provide guidance and support to the QA team members.
- Conduct regular coaching and feedback sessions to improve performance.
- Develop and deliver training sessions to enhance agents' quality performance.
- Foster a positive and collaborative work environment within the QA team.
- Conduct regular team meetings to discuss quality updates and address concerns.
- Governance and Resilience
- Follow all relevant policies, procedures, and processes for the daily work to be carried out in a controlled and consistent manner.
- Contribute to the identification of opportunities for continuous improvement of processes and practices to enhance effectiveness.
- Uphold a high-performance working environment and promote HS s Values.
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