Job DescriptionsJob Description
1. Conduct daily monitoring, reviews and assessments, prepare documentation, measure quality performance of moderators
2. Review track and manage implementation & efficiency of all quality monitoring procedures and systems
3. Conduct reviews of individual / team capability to ensure quality performance met targets + provide ongoing training on new policies
4. Review client claims and non-compliance issues
5. Conduct data analysis to identify areas for improvement
6. Identify and implement best practice appropriate and applicable to improving overall quality
7. Develop, recommend and monitor corrective & preventive actions
8. Evaluate and audit team quality including both internal and external reports
9. Check and validate findings, implement appropriate corrective actions
10. Maintain standards and performance quality for all service provided
11. Maintain good communication with development teams to improve business processes