8/29 Hw Qa Coordinator
- Jalisco
- Permanente
- Tiempo completo
**Specific Responsibilities**:
- Supervise the Quality Assurance team to ensure that evaluations are completed in a timely manner
- Monitor the performance & workload of the Quality Assurance team to guarantee that quality KPI targets are met, if not exceeded
- Participate in regular calibration sessions to ensure adherence to standards set by the client & Helpware
- Review results of quality assurance evaluations on a regular basis
- Provide analysis & recommendations to Operations, Training, & CSM teams regarding trends & issues affecting quality-related KPIs
- Execute initiatives & strategies aimed at improving the overall quality standard
- Review quality-related processes to ensure that these are performing at optimum levels
- Communicate with Operations, Training, Process Excellence, & CSM teams to guarantee that goals are aligned
**Qualification**:
- 3-5 Years of QA experience in a call center environment.
- Excellent knowledge in MS Excel and/or Google Sheets, working knowledge of other MS Office or Google Workspace apps.
- Advanced analytical skills, knowledge of process improvement methodologies & principles is a plus.
- Excellent motivational & interpersonal skills, with at least 1 year experience in handling a team.
- Above average verbal and written communication skills
- Can easily adapt to change, has excellent time management skills.
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