Sr Associate, Quality Perform

Job Description: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 processInteracts 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 experienceQuality/Transaction Monitoring background/experience preferred.Candidate Profile:Must have proficiency with various software applications including Lotus Notes, Microsoft Word, and ExcelStrong coaching backgroundStrong facilitation skillsAbility 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 relationshipsSelf MotivatedTeam oriented.Excellent interpersonal, communication and presentation skillsMust be willing to work on shifting schedules and should be amenable to travel if required.Environment, Physical & Other Requirements:The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of personnel so classified.Job Experience:Must live in or around Salt Lake City/Taylorsville, UT. No relocation assistance provided.Due to our client's needs, you must be trilingual in Spanish/French/English. Just Spanish/English or French/English MAY be considered.Expected Travel Time: About 25% Contact Information: intConfig Email: Apply by Email