QA Engineer

• Implement the Program’s Quality Plan and monitor overall activities of the QA team as agreed with Everise and the clients
• Collaborate with Training, Operations and the Client to keep an open line of communication regarding CSR and Program quality specifics
• Develop and execute innovative strategies to ensure CSRs have the necessary skills and competencies to meet client expectations
• Monitor progress of individual team members; recommend performance action plans for members who are not meeting established standards
• Work with program Supervisors and Managers to ensure that all CSRs are meeting agreed quality standards
• Provide guidance as needed to both new hires and less experienced staff
• Attend and contribute to internal and client meetings, calibrations and similar get-togethers to become updated with latest concerns and issues in the department and in the program
• Remain abreast with program and product updates and assist in conducting Training Needs Analysis for continuing education of CSRs and Leaders
• Provide quality trends and make recommendations for up-training and/or skills enhancement to Training and Operations teams
• Perform other duties and responsibilities that maybe assigned from time to time

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