This position manages client and product specific related concerns and ensures that all Quality Updates are communicated to all stakeholders and that everyone is calibrated. The incumbent also conducts root-cause analysis on monitored calls within Results.  

1. Evaluation, documentation and analysis of calls through automated recording system to identify employee performance, call center trends and to determine customer satisfaction levels.
3. Facilitate calibration; facilitate/deliver new hire presentation
3. Correlates QA to other client metrics.
4. Communication with internal and external clients regarding employee/team performance
5. Facilitate RCA calibration, facilitate/deliver new hire presentation.
6. Perform other duties, functions and tasks that are incidental and inherent to the job.

1. Candidate must possess at least a Vocational Diploma / Short Course Certificate, Bachelor's/College Degree , any field.
2. At least 2 year(s) of working experience in the related field is required for this position.
3. Preferably Supervisor / 5 Yrs & Up Experienced Employees specializing in Quality Control/Assurance or equivalent.
4. Extensive knowledge of Customer Care Expectations & Quality Guidelines
5. Strong knowledge of customer care processes and techniques
6. Excellent oral, written and interpersonal communication skills
7. Exceptional listening and analytical skills
8. Excellent time management skills
9. Ability to analyze data for trends
10. Demonstrated ability to work well in a team environment
11.  Dedication to providing exceptional customer service