Senior Associate

About the role

As a key member of the team, the Senior Associate will be involved in activities designed to measure and improve the accuracy and effectiveness of the processes used for the delivery of Virtual assistance and services. The work requires knowledge of the, procedures, and regulations of quality control work, manhandling, supervisory techniques, personnel policies and procedures.

Responsibilities

Plans, coordinates, and directs quality control program designed to ensure continuous improvement with established standards.
Develops and analyses statistical data to determine present standards and establish proposed quality and reliability expectancy of errands submitted by agents
Update the Standard Operating Procedures (SOP) / Process documents on a weekly basis
Awareness of relevant risk/compliance/regulatory policies
To complete all mandatory/assigned training programs in the quarter/year
Ensure volumes/work status are captured accurately in web metrics (Tick) tool daily
Coordinates activities by scheduling work assignments, setting priorities, and directing the work of subordinate employees
Ensure positive feedback is received by building effective long-term relationship with clients
Reviews, analyses, and resolves contested case reports
Uses developed techniques to elicit cooperation and participation in potentially volatile situations

Essential qualifications and skills

Bachelor’s degree or PG/MBA would be a plus
Excellent analytical and reasoning skills
Excellent level of knowledge/expertise with PC, Internet Research and software (Word and Excel)
Ability to analyze and evaluate a variety of information
Excellent oral, written, and interpersonal communication skills
Ability to develop and implement policies and procedures for quality control review

Experience and other skills

Minimum 2 years of experience in relevant industry with exposure to a team handling and quality control
PC proficiency is essential and strong working knowledge of MIS reports and Excel is preferred