Key Responsibilities:
Leadership & Team Management:
? Lead, mentor, and develop the QA team to deliver consistent, high-quality
performance in both call and data audits.
? Set clear performance metrics, provide coaching, and foster a culture of
accountability and excellence.
Quality Oversight – Calls:
? Oversee monitoring of live and recorded AG calls, ensuring accuracy, professionalism, compliance, and adherence to scripts.
? Identify training needs based on call audit trends and work closely with training teams to address skill gaps.
Quality Oversight – Data:
? Direct and supervise audits of datasets from CDQA and other departments to ensure data accuracy, completeness, and consistency.
? Drive initiatives to reduce data errors and enhance data governance practices.
Process Development & Continuous Improvement:
? Design and implement robust quality frameworks, SOPs, and audit templates for
both call and data QA.
? Analyse audit findings to identify recurring issues and implement long-term corrective measures.
? Collaborate cross-functionally with operations, training, and delivery teams to align quality goals with business objectives.
Reporting & Insights:
? Prepare and present regular quality performance reports to senior leadership.
? Provide actionable insights and recommendations to improve operational efficiency and client satisfaction.
