Senior Team Lead - Process Quality

Job Description:

• Performing audits and calibration on scheduled audits

• Executing root cause analysis of CSAT Survey results

• Compiling reports for our representatives and management team

• Regular reviews of colleagues on their auditing performance that are effective, clear and inspire our colleagues to continue towards greatness

• Identifying training opportunities and working in partnership with the training

• Collaborating as an EM team to report our monthly metrics and to drive initiatives

• Resolving problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions with collaboration with the operations team; escalating unresolved issues.

• Working closely with supervisors from all shared service centers to support our colleagues

• Other quality assurance related ...