Manager

• Perform call, email, and chat quality reviews for sales teams using monitoring systems and QA applications.
• Use quality monitoring data systems to compile and track performance at team and individual levels.
• Provide day-to-day coaching, guidance, and support to QA peers; assist with workload prioritization and evaluation consistency.
• Identify training needs and communicate insights to the training department as needed.
• Prepare and analyze internal and external quality reports for management review.
• Conduct calibration sessions across all products and programs with Senior Leadership, Team Leads, QA peers, and other management stakeholders.
• Provide actionable data and insights to internal support groups and cross-functional teams.
• Work with internal and external stakeholders to support program initiatives.
• Provide feedback to sales team leaders and senior leadership.
• Create and maintain standardized workflows and procedures; recommend workflow and process improvements to increase accuracy and efficiency.
• Support onboarding and development of new QA team members by acting as a mentor and subject matter expert.
• Perform other related duties as assigned.

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