AM Quality - Transactional Quality

• Proficiency in root cause analysis to identify and resolve quality issues in operations (Mandatory skill).
• Experience in quality auditing for transactional processes to ensure compliance with standards (Mandatory skill).
• Expertise in transaction monitoring to continuously assess service performance (Mandatory skill).
• Strong process improvement skills to enhance operational efficiency and customer experience.
• Ability to conduct call calibrations to align team performance with quality standards.
• Proven track record in coaching and developing teams to achieve quality objectives.
• Excellent verbal and written communication skills to effectively convey quality standards and feedback.
• Strong analytical skills to interpret and act upon data-driven insights for quality improvements.

• Lead quality audits for transactional processes to ensure adherence to client and company standards.
• Conduct root cause analysis on quality deviations and implement corrective actions.
• Monitor transactional operations to maintain consistent service quality and performance.
• Facilitate call calibration sessions to ensure teams are aligned in delivering high-quality service.
• Coach team members on best practices for achieving and maintaining desired quality levels.
• Collaborate with other departments to implement process improvements effectively.
• Prepare and present reports on quality metrics and improvement initiatives to stakeholders.
• Continuously seek opportunities for process enhancements to drive operational excellence.

Expertia AI Technologies