Job Purpose: To oversee the day-to-day quality assurance activities across assigned business units, ensuring adherence to COPC CX Standard requirements. Responsible for supervising QA analysts, maintaining calibration consistency, and supporting operational excellence through structured monitoring and improvement.
Key Responsibilities:
Supervise a team of QA Analysts across multiple contact center queues.
2. Ensure quality audits are conducted accurately and on time as per COPC sampling standards.
Participate in the development and maintenance of QA forms and scorecards. Conduct calibration sessions with QA staff and operations supervisors to align evaluations.
Monitor quality performance trends and raise performance gaps to QA management.
Support corrective action implementation for quality deviations.
Assist in preparing QA reports and dashboards for internal review.
Ensure compliance with client-specific quality standards and contractual obligations. Collaborate with training and operations teams to enhance agent performance.