Quality Assurance Team Lead
Current• After being hired, I was tasked to hire 18 Quality Analysts for this pioneering account which had branched out here in Cebu since the company was exceeding the client’s expectation, we needed to expand the business across the entire Philippines. • After hiring all 18 Quality Analysts in the span of just 2 months I had to train them to Ensure that the quality practices and activities in the organization are being monitored and evaluated accurately in a consistent manner, in accordance with the business objectives and needs.• Aside from strict evaluation, I had to ensure that quality analysts are identifying the potential root causes of the errors the agents incurred.• I also had to ensure that agents who have been incurring offences repeatedly are escalated to Site Implementation Manager and Site Manager• Provides insightful reports and analyses relevant to driving agent performance• Ensures that the team has the needed workforce capacity• Reviews the key performance indicators of the team, ensuring that they are the right success measurement• Reviews, and tracks each individual’s performance on a monthly basis• Provides regular coaching and mentoring to quality specialists based on their performance and tandem with them in creating necessary action items• Initiates rewards and recognition to top performing quality analyst • Strictly implements the newly-established processes and approaches as instructed by the Performance Management Director• Solicits quality analysts’ feedback on the new processes and approaches• Monitors the impact of the change/s and report it to our Performance Management Director• Works with Quality in designing ways further improve quality processes and approaches• Solicits feedback from Quality Specialists on the new/proposed quality processes and approaches
