Rider Quality Assistant Manager

Company Description

Purpose

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.

Qualifications

• Knowledge and Experience
• 4–6 years of experience in operations, fleet management, logistics, or quality control.
• Strong analytical and reporting skills
• KPI monitoring and performance management
• Strong communication skills

Education

• and Certifications
• Bachelor’s degree in Business Administration or a relevant field is required.