Senior Program Manager
Feedzai
Cloud
Job Level
Junior
Tech Stack
Cloud
About the role
- Complete audits or evaluations (quality audits, RCA scrubbing for CSAT/NPS, Resolution Rate, AHT, Cycle Time, Policy Adherence, Ticket Closures)
- Ensure defined monthly or weekly evaluation targets are met
- Audit calls/interactions/transactions for aligned teammates
- Coach teammates for performance improvement
- Report performance daily/weekly/monthly for aligned span
- Provide inputs and basis audits for briefings and training
- Partner with Team Leaders in leading team meetings for metrics improvement
- Participate in strategic projects for the campaign/LOB
- Identify and escalate potential quality issues per defined process
- Isolate and report defects; verify defect fixes
- Suggest process/system improvements based on customer concerns
- Drive quality initiatives, contests and campaigns
- Serve as SME for the campaign/LOB
Requirements
- Graduate of any course (preferred)
- At least one-year of work experience as a Quality Analyst (preferred)
- Basic skills in Excel or Google Sheets
- Problem-solving skills
- Familiarity with basic quality tools (cause and effect, histogram, correlation, etc.) (preferred)
- Strong customer centricity
- Ability to provide constructive feedback assertively
- Good written and verbal communication skills
- Logical thinking
- Conflict management
- Strong attention to detail
- Ability to work with minimal supervision
- Initiative and good judgment
- Ability to work on multiple projects and versatile
- Ability to establish and maintain effective working relations with diverse individuals
- Continuous Improvement mindset
- Demonstrates clear thought process, articulation, conscientiousness, diligence, assertiveness
