JOB DESCRIPTION

-Monitors and evaluates the quality of inbound and/or outbound telephone calls and other customer contact methods (e.g., email, chat) for accuracy and adherence to quality standards.

-Documents quality issues and performance measures for management review.
Provides information to assist in the feedback and formal education process of individuals on the phone.
-Experienced Specialist in one specialized discipline as well as having a thorough understanding of related disciplines.
-Will most often be a driving force behind the development of new solutions for programs, complex projects, processes or activities.
-Serves as final decision/opinion maker in the area, coaches, mentors and trains others on the area of expertise.
-Ensures the implementation of short to medium term activities within the business area OR support sub-function in the context of the strategy for the department.
-Ensures appropriate policies, processes & standards are developed and implemented to support short to medium term tactical direction.
-Leads a team of Specialists ,sometimes with several hierarchical levels, with full employee lifecycle responsibility.

Non-Negotiable Requirements
Recent Telecommunications (Telco) experience is required.
At least 2–3 years of BPO experience with a Telco account.
At least 1 year of experience as a QA Manager.
Experience handling the AT&T program is an advantage