- Endorsement of equipped and qualified representatives to production by identifying, providing and developing adequate processes and resources that will ensure effectiveness in transferring of knowledge and skills- Development of resources to inspect, challenge, improve and create materials for continuing education and skills enhancement- Consistent quality of customer experience by developing/implementation of best practices, validation and measurement processes to ensure compliance, efficiency, and effectiveness, providing detailed trend reporting and root cause analysis to meet company quality, customer satisfaction and performance objectives- Lead in the business requirements process and the launch of new lines of business or new client programs- Develops, implements, manages and integrates quality improvement activities as appropriate (e.g., Kaizen, Six Sigma) to achieve quality assurance operational objectives- Designs, implements and documents procedures for process control, process improvement, testing and inspection- Achieve quality assurance operational objectives by contributing information and analysis to strategic plans and reviews; preparing and completing action plans; productivity, quality, and customer-service standards; identifying and resolving problems; completing continuous improvement assessments; determining system improvements; implementing change- Serves as the primary quality management expert for problem identification, resolution, identifying critical control points/limits and continuous improvement monitoring- Mentoring quality personnel on a day to day basis- Performs root cause analysis and other problem-solving activities to identify effective corrective actions and process improvements- Supports concurrent organization efforts by participating in business requirements discussions and or projects representing quality assurance and the customer- Establishes collection and analysis systems of statistical data to predict trends that will affect the improvement of product quality- Analyzes customer's specifications to establish efficient, cost-effective requirements to meet contractual productivity and performance expectationsInteracts with internal and external customers to identify opportunities to improve quality and establish feedback with all departments- Validates quality processes by establishing product specifications and quality attributes; measuring production; documenting evidence; determining operational and performance qualification; writing and updating quality assurance procedures- Prepares & presents quality performance, productivity, and financial reports by collecting, analyzing and summarizing information and trends- Updates job knowledge by studying trends in and developments in quality management; participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations- Internal and external customer/client interfacing position- Acts as a Champion of Continuous Improvement Audits- All other reasonable duties, as assignedQualifications:- BS/BA MIS/Business or advanced degree and equivalent work-related experience- Minimum of 10 years of experience in call center industry; 5 years Quality Assurance/Training leadership experienceThorough understanding of operations, training, and the closed-loop feedback process- Understanding of quality methodologies required e.g. DMAIC, Six Sigma, Kaizen, etc.Advanced proficiency in PC applications such as Word, Excel, Access, and PowerPoint; Superuser skills in Excel required – picot tables, queries, etc.- Technical proficiency with call recording systems such as Nice, Qfiniti, Five9, Calabrio and/or Verint or similar; call recording and performance optimization standards- Excellent oral, written, and interpersonal communication skills- Must be well organized, demonstrate initiative, and able to manage multiple projects- Maintain document control and data integrity- Experience in the management of quality monitoring systems and forms and facilitating calibration sessions- Must have the ability to rapidly develop and deploy quality solutions to support program KPI
