Roles & Responsibilities:
* Provide clear insights into performance drivers and the levers which impact performance
* Compile and track performance of the QAs, SMEs and Trainer on team and individual level
* Ensure and maintain the quality of training
* Audit QAs and provide feedback for improvement
* Mentor and maintain QAs, SMEs and Trainers performance
* Ensure that all QAs, SMEs and Trainers are meeting their KPIs
* Hold weekly internal and external calibration sessions to ensure alignment on the quality guidelines
* Provide analysis, action plans and recommendations to the management
* Provide project and agent performance reporting, including statistical analysis and reporting
* Collaborate with trainers and QA to establish a positive team environment that supports and reinforces best in/out of class customer service practices
* Provide recommendations to management regarding the development of policies and procedures; identify and implement processing efficiencies; identify trends and continuing education opportunities
* Mentor and coach providing constructive analysis of their work and measurable performance improvement goals that enhance the customer experience
* Develop action plans to drive improvement (provide base line statistics and reporting showing the effectiveness of action plan)
Skills & Requirements:
* Fluency in English and German is a must
* +2 years of people management experience
* Quality/Training background is a must
* Experienced in dealing with the client and global team
* Knowledge of the processes and policies is a must
* Excellent in driving performance and performing analysis
* Excellent Microsoft Office and G Suite skills
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