Manager, Performance Excellence

This is a fully remote position, open to applicants in India.

📋 Description

• Evaluate quality and ensure compliance adherence

• Grasp organizational business objectives and goals

• Analyze auditing data

• Communicate findings and suggest solutions

• Deliver clear insights into performance drivers and factors affecting performance

• Lead and oversee calibration sessions, ensuring quality analysts meet or surpass the client-required 90% calibration standard

• Take ownership of timely, accurate quality analysis and reports/visualizations that align with project goals

• Collaborate and communicate with business sponsors, executives, and stakeholders

• Organize data analysis and drive analytical insights and solutions

• Advise management on policies and procedures

• Identify and implement efficiency improvements in processes

• Spot trends and continuous education opportunities

• Provide reporting on program and agent performance, including statistical analysis and reporting

• Maintain documentation on call performance and related corrective actions

• Supervise team adherence to quality standards utilizing established audit processes

⛳️ Requirements

• At least 5 years of experience in a quality Lead role or its equivalent

• Comprehensive understanding of the quality management framework

• Exceptional written and verbal communication skills in English

• Experience in drafting and presenting written project status reports and executive summaries

• Proven ability to develop analytical insights and distill complex issues into concise reports and conclusions

• Proficient in MS Excel, Word, and PowerPoint

• Strong time management and organizational skills

• Progressive, people-oriented attitude

• Robust analytical and problem-solving capabilities

• Skills in root-cause analysis

• Keen attention to detail

🏝️ Benefits

• Regular full-time employment with Arise Virtual Solutions

• Remote work company model

• Opportunities to reach professional potential

• Chance to collaborate with intelligent, creative, and passionate individuals