Job Description:

• Responsible for coordinating and guiding the Quality team to ensure focus on Quality and CSAT performance.

• This position needs to drive high client satisfaction by managing overall Quality and CSAT performance

• This position increases employee satisfaction through accurate, adherence and compliance tracking and enhances company profitability through utilization optimization and intra-day analysis.

• Manages internal and external audit with processes and controls. 

• Responsible for the development of resources under his/her span

• Ability to perform process mapping and documentation

• Manages 2 or more deals with at least 10 Quality Analysts