Lead Associate - Transactional Quality (Quezon City)

• Full-time

Responsibilities

• Complete Daily Quality checks as per the process requirement
• Provides on time Feedback to the agents for the errors identified
• Conduct Customer comeback analysis for all the errors received from the clients
• To meet the monthly sampling numbers as per the defined target
• Complete the feedback targets as specified in the QSD
• Contribute brainwave ideas to improve the process
• Complete the WB Role Roadmap within the stipulated time
• Prepare all team and client related reports for Quality
• Complete RCA for all the errors identified
• Ensure the QA process adheres to ISO guidelines
• Identify the improvement areas for staff and share it with the AM Quality
• Communication with clients on a periodic basis
• Complete the Calibration exercise on a periodic basis as defined <...