Summary of Responsibilities:
- Plans, coordinates, and directs all internal calibration sessions
- Plans, coordinates and directs all external calibrations;
- Develop QA teams, review quality score cards, monitor all quality scores,
- Adheres to Protel’s policies and procedures as contained in the Employee Handbook.
Specific Duties:
- Schedule calibrations sessions with QAs
- Schedule calibration sessions with Client Representatives
- Identify and address problem areas resulting from calibration sessions
- Develop, Coach and Mentor QAs
- Identify areas needing attention
- Develope training programs to strengthen areas of concern
- Continuous monitoring and evaluation of QAs
- Ensure QAs are meeting /exceeding expectations
- Aiming for Exceptional Service Delivery
- Make recommendations to OD to ensure efficient service delivery
- Provide clear and direct feedback to QAs
- Ensure open communications to achieve set goals
- Manage Resources
- Prioritize tasks effectively to meet deadlines set by OD
Job Requirements:
- Excellent interpersonal and communication skills;
- Associates degree preferred;
- Minimum of 1 year experience or relative field
- Strong instructional design skills.
- Ability to effectively present information and respond to questions from groups of managers, clients, customers and other business associates.
- Strong proficiency in Microsoft office.