Job Description
Position Details
What You Will Do:
- Perform evaluations on recorded calls for internal business partners
- Identifying trends and areas of improvement, including process improvement
- Work on projects as required, both from leading small projects to representing BS on CAA projects
- Maintain and suggest updates to Quality Guide Standards for each line of business
- Design, improve and maintain key quality reports, QA documents and guides
- Perform trend analysis, identify performance gaps and quality improvement opportunities
- Conduct root cause analysis to ensure accuracy and integrity of quality data
- Communicate analysis results and improvement recommendations to stakeholders
- Identify key focus areas according to call monitoring findings
- Communication findings and suggestions to Quality Supervisor, Operations Supervisors and Call ...