Spearheads the Quality team in identifying gaps from new hires to tenured agents
Plan, develop and implement strategies for performance management and personnel development to meet organizational goals within agreed budget and timelines
Drive performance optimization by identifying process gaps and opportunities for efficiency […]
Ensure compliance to program/account policies and procedures
Provide the client and/or Operations with necessary line-of-sight in managing the metrics via reporting to analytics to recommend appropriate process improvement techniques
Facilitate brainstorming sessions...