Job description

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Supervision Quality for clients with multiple programs or lines of businesses which can be across multiple sites / geos. Supervise all Transaction Monitoring Evaluators who support their assigned portfolio. This individual is responsible for the accuracy of evaluations, analysis, and overall performance, as well as the skill level and development of the employees in their teams.

Responsibilities

Supervision of work group, including work assignment and attendance monitoring; providing input into selecting, training, developing, and completing performance appraisal of workgroup(s) in accordance with the organization’s policies and applicable legal requirements
Maintain accurate metrics of direct reports’ individual performance as well as overall team-level performance
Manage resources across the assigned portfolio (personnel schedules, varying account needs
Evaluate levels of process and staff effectiveness and work with Business stakeholders to create and collaborate on the execution of improvement action plans
Develop strong working relationships with key Business stakeholders, internal and external
Oversee audits of key support processes within each account and recommend changes
Administration of applicable certification and training processes up to and including internal and client requirements
Ensure consistent application of the quality process/system across assigned portfolio
Ensure effective facilitation and coordination of calibration sessions; attend calibration or monitoring sessions as appropriate
Lead quality task forces/action plans with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners). Conducts analysis on quality performance and is responsible for identifying trends, determining root causes, presenting findings both internally and externally, and lead corrective action plans

Requirements

Two to four years of relevant experience preferred
Strong communication skills, both written and verbal
Language skills: Slovak C2, German C1, English B2
Proficient in Microsoft Office
Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverables
Ability to mentor, coach and provide direction to a team of employees
Self-starter, sense of urgency, and works well under pressure
Ability to foster a sense of professionalism and relationship building for self and team

Offer