1.Develop Quality plans for every Project

2.Develop Quality checks for follow up.

3.Captures data to measure intra-day effectiveness (i.e., projected versus actual services, etc.) and shares this information will call center and senior management.

4.Prepares and analyzes internal and external quality reports for management staff review.

5.Provides feedback to call center team leaders and managers.

7.Writing technical and management system reports;

8.Develops a positive rapport and working relationship with call center management and team leaders.

9.Shares ideas for improving efficiency and quality with call center management and senior management.

10.Assists the Process Analyst in updating and refining intra-day management processes and strategies.

11.Develops an effective contingency staffing model that allows us to handle higher than forecast workloads.

12.Researches industry best practices on intra-day management.

13.Participates in design of call monitoring formats and quality standards.

14.Uses quality monitoring data management system to compile and track performance at team and individual level.

15.Check daily QC Performance by their functions

16.Participates in customer and client listening programs to identify customer needs and expectations.

17.Provides actionable data to various internal support groups as needed.

18.Promoting quality achievement and performance improvement across the organization;

19.Maintaining a constant awareness of the business context and company profitability, including budgetary control issues;

20.Ensuring compliance with national and international standards and legislation;

21.Maintaining a constant awareness of the business context and company profitability;

22.Agreeing in-house standards;

23.Defining procedures in conjunction with operating staff.