
Senior Quality Assurance Manager
5 days ago
About the Role:
SupportFinity™ seeks an Assistant Director Quality Assurance to lead the development and implementation of quality assurance strategies across teams and projects. This individual will oversee the refinement of quality assurance processes, drive continuous improvement initiatives, and collaborate with cross-functional teams to optimize performance, compliance, and training strategies.
Responsibilities:- Skill Development: Develop and implement training programs to enhance agent performance, soft skills, and compliance adherence.
- Data Analysis: Analyze performance data to identify trends and suggest actionable strategies for improving efficiency and customer satisfaction.
- Collaboration: Foster close relationships with various teams (Operations, Training, Compliance) to identify process gaps, recommend improvements, and promote a culture of continuous improvement.
- Compliance: Ensure adherence to industry regulations, client-specific policies, and internal quality standards to maintain high compliance levels.
- Strategic Planning: Develop and implement strategic plans to achieve quality assurance objectives and align them with broader business goals and client expectations.
About SupportFinity:
At SupportFinity™, we strive to deliver exceptional service experiences through innovative solutions and cutting-edge technology. Our dedication to fostering a culture of continuous improvement drives our success and enables us to stay ahead in the industry.
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