Job Description

• This position supervises all Quality staff members who support their assigned portfolio. He/she is responsible for the accuracy of evaluations, analysis and overall performance of Quality staff members, as well as the skill level and development of the employees in their teams.
• Supervise quality work group of clients with multiple programs or lines of businesses; providing input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization’s policies and applicable legal requirements
• Maintain accurate metrics of direct reports individual performance as well as overall team level performance
• Evaluate levels of process and staff effectiveness and works with Business stakeholders to create and collaborate on execution of improvement action plans
• Develop strong working relationships with key Business stakeholders, internal and external
• Oversee audits of key support processes within each account and recommends changes
• Demonstrated ability to comprehend, analyze, and interpret.
• Solid understanding of the organization’s business operations and industry.
• Demonstrated ability to foster customer service disposition and sense of professionalism for self and team.
• Excellent attention to detail.
• Demonstrated ability to take initiative and ownership with focus on continuous improvement.
• Demonstrated ability to mentor, coach and provide direction to a team of employees.
• Demonstrated ability to lead team in organizing and prioritizing projects in a fast-paced and deadline-oriented business environment.
• Advanced Microsoft Office skills
• Demonstrated business acumen.
• Previous quality management experience in a contact centre / BPO is advantageous within Quality Assurance
• A broad knowledge of the financial services industry and the legislative / regulatory framework is required for this role