Oversees the production and tracking of Customer Survey Results, Customer Survey Reports, Client reports and practices to align with performance objectivesOversees communication and delivery of Customer Advocacy Programs and Initiative content and technical changes and measures effectiveness of deliveryHelp establish process and procedure guides for the program, especially for the continuous learning phaseSupplies reports and quality documentation to requesting parties in a timely mannerUpdated and modify written processes and procedures related to Customer Advocacy/CSAT resultsMay facilitate coaching sessions and presentations to requesting partiesProcess improvement strategies, campaigns, action planning and glide paths

Oversees the production and tracking of Quality Records, QA related reports and Quality practices to align with performance objectivesOversees communication and delivery of QA Programs and Initiative content and technical changes and measures effectiveness of deliveryHelp establish process and procedure guides for the program, especially for the continuous learning phaseSupplies reports and quality documentation to requesting parties in a timely mannerUpdated and modify written processes and procedures related to Customer Advocacy/CSAT resultsMay facilitate client calls and presentationsReviews External evaluations from Corporate QA real time (Reviewing – listens to evaluations, identifies and validates markdown)Communication alignment (ensures alignment of communication, training flashes and latest updates and processes released from Corporate QA as to Internal Local QA Team) Information Centre and Disseminator (information disseminated are calibrated as to Corporate QA once verified correctly)Sends dispute from first dispute up to Corporate QA Manager’s level via the Disputes Tracker Tool when necessaryProcess improvement strategies, campaigns, action planning and glide paths

Ensures accuracy of agents evaluationReviews external QA auditsCall recording query to data encoding in the evaluation toolEvaluating assigned agents and enters evaluation score in the manual tracker and evaluation tool, as necessaryObserves objectivity and integrity in evaluating assigned agentsAdheres to program requirementsDelivers coaching and feedback to assigned agentsProvides latest updates based on processes and Quality updates from Corporate QASends appropriate report to recipientsLead calibration sessions to Operations Team to ensure all parties are evaluating agents objectively and consistently Identify and analyze trends in specific agents and supervisors to help improve quality performanceProcess improvement strategies and campaignsFocus group discussions, action planning and glide paths