Team Leadership: Direct, coordinate, and develop Quality Specialists and Trainer Specialists directly, ensuring a unified and effective working methodology.
Quality & Training Strategy: Define interaction evaluation frameworks, procedural manuals, as well as onboarding and ongoing training programs for the operational workforce.
Quality-Training Synergy: Analyze diagnostics and deviations identified by Quality Specialists to transform them—in collaboration with Trainer Specialists—into tailored retraining plans and educational content.
KPIs & Metrics Analysis: Monitor key performance indicators (CSAT, NPS, FCR, AHT, critical errors, and SLA compliance) to evaluate the impact of training sessions and service quality.
Calibration & Stakeholder Management: Lead periodic calibration sessions among Quality, Training, Operations, and the end client to standardize evaluation criteria.
CAPA Design & Implementation: Design and drive Corrective and Preventive Action Plans (CAPA / PICA) to address recurring issues or operational bottlenecks.
Executive Reporting: Prepare and present periodic reports on quality levels, training effectiveness, and agent progress to leadership and internal/external stakeholders.
Regulatory Compliance: Ensure that training programs and monitoring processes comply with security, confidentiality, privacy, and data protection standards (GDPR).
