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Responsibilities: ● Conduct regular 1:1 or group calibration to ensure evaluations are aligned based on business requirements. Support the business in managing and implementing Quality Management standards and processes that are aligned with the global standard and relevant to the local market nuances. ● Highlight trends and red flags to the business for better improvements. ● Collaborate with internal and external stakeholders, highlighting QA trends and insights to the business. ● Provide a bi-weekly QA dashboard highlighting QA audits completion and QA trends to all stakeholders. Recommended qualifications: Degree or equivalent practical experience Minimum of 2 years' experience in a call center environment with Quality Assurance experience. Excellent interpersonal and communication skills. Bilingual - Fluent in English and Portuguese ( B2 level of proficiency in the Professional Language Proficiency Assessment is required) Self-motivated, entrepreneurial, and comfortable dealing with ambiguity. Ability to work in a fast-paced environment. Strong attention to detail, ability to identify explicit and implicit signals which may translate opportunities for our agents. Coaching experience is a plus. WFO – Hyderabad Location.
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