14. QA Members provided written feedbacks with fact based information. 15. QA Members must follow all the guidelines for each operation as established on this manual. 16. The QA department will work closely with the Operations Manager. 17. The QA Department will work closely with the Center Manager. 18. The QA Department will closely with assigned Account and Billing Manager.
Positions The Quality Assurance Director Function: Position is responsible of monitor the Quality Assurance department team in order to ensure operations excellence. Its main goal, in consultation with all staff, is to lead the development, implementation and review of the Quality programs to ensure regulatory requirements are met and best practice is achieved. Will made improvement recommendations to the Operations Manager or Management and monitors the result of stated recommendations. Responsibilities: 1. Supervise a team of Quality Assurance Analysts by defining goals and expectations following the company mission statement of “100% of Quality, 100% of the time�. 2. Evaluate quality of work being performed by tracking on-going agent’s performance and the quality assurance program development, daily, weekly and monthly. 3. Ensure that all industry regulations, Client and CCD guidelines are being followed. 4. Review with management and QA Team, previous weekly quality results. Mutually discuss various techniques to improve quality performance. 5. Document quality patterns and goals. Recommend any corrective action if negative patterns develop or quality goals are not achieved. 6. Supervise all processes within the department and communicate result to Operations. 7. Manage Quality Monitor ratios and measure on-going review performance. 8. Coordinate with Operations all related to client requirements. 9. Coordinate with Operations, Account Management and training; Quality Assurance guidelines for each client program. 10. Develop agents motivational programs with other managers targeted at enhancing call center quality. 11. Perform other functions as assigned by management.
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