Sr Associate, Quality Perform – Lenexa

Dimension & Scope:

The Senior Associate; Quality Performance supports our customers in the improvement of the account’s top two strategic quality alignment drivers. This individual will facilitate Quality calibration sessions with Team Leaders; Evaluators; Clients and Training Instructors. Key activities include peer coaching of selected Team Leaders to improve customer satisfaction and quality results. In addition; the incumbent is responsible for the facilitation of Triad Sessions with Team Leaders and Agents to drive improvement in coaching techniques. This individual will perform analysis of results; participate in problem solving and participate in the development of process improvement initiatives.

Principal Duties and Responsibilities:

-Provides coaching to Team Leaders/Operation Managers to improve program performance; conducts coaching and feedback sessions for coaching skill reinforcement training.
-Provides recognition to high performing teams and individuals’ relative improvement in the top two success drivers for the program.
-Facilitates internal call monitoring, client and CSAT calibration sessions.
-Subject matter expert for Quality related client interaction on site.
-Focuses on addressing needs of a selected number of Team Leaders as negotiated with Program Leadership.
-Partners with local Operations to drive analytics.
-Analyzes, manages and delivers data to Operations, Client Services and Training relative to individual, team and program level results/trends for the program’s top 2 success drivers.
-Provides insight to Operations and Account Management relative to improvement opportunities.
-Develops rapport and strong working relationships with internal operations and key management personnel.
-Consults with Quality Management on process improvement, training, environment, Quality and CSAT tools and analysis, recommends and initiates appropriate change.
-Assists with the development of Quality Evaluator staff members.
-Leads the implementation, tracking and maintenance of the site’s Team Leader Transformation activities in support of the Quality Coach Assessment process.
-Interacts and coordinates with International Quality Monitoring team across all accounts to share best practices and ensure consistency.

Education & Professional Certifications:

Bachelor’s degree in related field from a four-year college or university with three to five years related experience; or
Equivalent combination of education and experience
Quality/Transaction Monitoring background/experience preferred.

Candidate Profile:

-Must have proficiency with various software applications including Lotus Notes, Microsoft Word, and Excel.
-Strong coaching background.
-Strong facilitation skills.
-Ability to use quality monitoring systems (i.e. e-talk, NICE) and use quality system tools (charts, graphs, etc.)
-Process Improvement knowledge/analytical skills preferred.
-Strong knowledge of Convergys Transaction Monitoring Model preferred.
-Ability to build effective working relationships
-Self Motivated
-Team oriented.
-Excellent interpersonal, communication and presentation skills
-Must be willing to work on shifting schedules and should be amenable to travel if required.

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