Quality Associate

Summary

Perform accurate assessments of each Client Support Associate’s quality levels, via all contact points for the department through standardized and timely quality reviews. Be responsible for ensuring data collection and data display techniques for all quality improvement initiatives are executed while updating the team on company information. Work alongside the training team to ensure that development areas for training are highlighted and executed.

Responsibilities

• • Drive quality improvement within the Client Support department, through exceptional client contact, accuracy and meeting/ exceeding corporate and departmental performance standards.
• • Conduct daily quality reviews on calls for Client Support Associates and Trainees, using available technology and other methods, to include statistical sampling, individual sampling and trainee quality reviews.
• • Collect and display data for quality improvement initiatives within the department.
• • Monitor all contact channels for Client Support team members by utilizing call monitoring system/ software.
• • Communicate the results of all call monitoring and quality reviews in the form of management reports, within specified timeframes.
• • Analyze routinely the quality results of channel monitoring to report error trends.
• • Identify root causes of errors and opportunities for defect reduction.
• • Analyze and develop overall improvement plans using information from client surveys and complaints, error/ defect reports, channel reports and quality results.
• • Provide formal and informal performance feedback to individuals and the department.

• Assist the Leadership Team in guiding team members’ development through career progression:

  • • Provide input for recognition programmes and give rewards to those who are performing well.
  • • Provide appropriate coaching based on call monitoring results.
  • • Actively participate in quality initiatives and programmes at the department and corporate level, including quality calibration meetings.
  • • Collaborate with associates and leadership in developing individual and team improvement plans.
• • Maintain/ improve proficiency of competencies related to quality review areas.
• • Perform other related duties assigned from time to time.

Required Skills

• • Strong communication, planning, organizational and negotiation skills.
• • Strong problem solving, analytical and mathematical skills with attention to detail and quality focused.
• • Strong interpersonal and coaching/ motivational skills at both the individual and team level.
• • Strong knowledge of computer software applications including Microsoft Word and Excel. (Knowledge of reporting software would be an asset).

Qualifications

• • Minimum of an associate’s degree in a customer service-related discipline from a recognized institution.
• • At least two (2) years’ experience leading a team and/ or project management exposure
• • Customer service background.

Additional Information and Instructions

If this role is of interest to you, kindly submit an application via Sagicor's career portal no later than March 7, 2025. While we appreciate all applications, only shortlisted candidates will be contacted.

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