The Quality Specialist utilizes call center and quality management expertise to deliver performance optimization and continuous improvement to clients while assessing and mitigating risks that could impact the internal teams.  This role will utilize a broad set of analytical tools and management techniques to improve quality for client business functions.  The right candidate will be creative and resourceful and will utilize traditional and out of the box solutions to achieve superior business outcomes by leveraging transformation methodologies and assets. The candidate should have deep experience and a solid understanding of call center operations, customer service and project management.
Key Responsibilities:
Deliver high performance through continuous improvement
Develop and operate quality management systems that drive client quality excellence and business performance
Deliver high performance through performance optimization
Manage process improvement efforts, using quality methodologies and principles
Support the development and implementation of a formal management review of key performance operating results, and train and coach all functional areas on measurement principles
Provide support input to weekly and or monthly Key Performance Indicator KPI reports and review meetings
Assist organization in the creation, monitoring, measurement and analysis of standardized processes
Deliver high performance through quality and risk management
Identify and assess enterprise risks that could impact affect the company and develop an integrated approach to actively managing these risks
Analyze designated performance measures and reports to verify that work is consistently and effectively performed according to established procedures and guidelines
Facilitate process improvement and assist business owners in improving existing process performance through analysis, experience and employee input in a project environment
Document key recommendations in the project coaching and action plan
Recommend and help implement strategies and actions to mitigate risks and solve issues
Role Requirements:
This is an onsite in San Antonio, TX
Must be flexible to work any shift between 7:00 am - 11:00 pm CT including weekends and holidays
The role requires candidate pass English Assessments (scores written B2 and spoken C1)