Responsibilities

- Builds strong relationships with training and quality teams

- Create a strong framework and cadences with partner teams to allow for action planning and metric management of key issues, such as quality.

- Where markets are managed across multiple regions, be the cross region/partner link. Understand and manage key issues, such as quality improvement, policy roll outs and ecosystem changes.

- Drive partner successfully through metric improvement initiatives.

- Conduct Deep dive into Partner RCAs, to enable challenge, feedback and solutions to drive metric improvement

- Work directly with the Training and Performance Improvement team on key insights, at LOB and market level.

- Support and/or project manage the roll out of policy, upskilling, case alignments, new processes across the partners in partnership with POM.

- Coach Partner QA team based on site/lang needs.

- Attend any internal calibration/alignment sessions and cascade with Partner (but should be housed in OPUS)

- Drive strong partner action on underperformance

- Providing support for big policy changes (eg. 4.0 Policy Roll-Out) such as Juren Test, checking on documentations roll-out.

- Ensure, oversee and communicate to Partners any possible misalignments from quality measurement processes to not impact BPO's accuracy.

- Advocate for moderation teams, be a voice internally for their challenges and feedback

- Ensure a high bar of Policy knowledge is maintained across the Partner QAs

- Keep track of go-live of new queues and confirm Partners' capacity with BPM/POMs. Work on estimated dates to ensure all parties are aware of launching and to ensure reports include all new queues.

- Work closely with IH Advisors and advise/monitor on risk escalation.

Minimum Qualifications

-Fluency in English and Japanese (or Korean) would be a valuable asset to enable effective collaboration with diverse stakeholders

-Having a deep understanding of regional/market-level cultural context, coupled with additional policy knowledge, is advantageous.

-Proven track record of working with cross-functional partners, across different countries.

Preferred Qualifications

- Bachelor’s Degree or equivalent education/experience, advanced degree is preferred.

- Deep understanding of regional/market level cultural context

- Good understanding of QA process is a must.

- Strong attention to detail and ability to work independently.

- Demonstrate good judgment, training and management skills.

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