Eastwood | Quality Specialist - Food Delivery

Position Summary:
The Quality Specialist performs all duties required of Quality Coach. The Quality Specialist has regular interaction with the LOB Client collaborating on calibrations, new programs, process analytics and improvement. The Quality Specialist is trusted to identify and implement change management strategies that continuously develop agent and program performance. New processes and procedures are communicated through the Quality Specialists to agents requiring the ability to convert concepts and abstracts into tangible materials and programs.


Overall Responsibilities:
Communicate with and support Quality Manager, Operations Manager, Supervisors, leads, the Client and employees;
Analyze DSAT and present drivers in cooperation with Client Quality Delivery Manager;
Propose process change with recommendation to mitigate any negative impact to different metrics;
Establish rapport and effective working relationships with Quality Delivery Manager and business owners in order to understand account specific.
Participate in and or lead company projects and developmental meetings.
Coordinate and/or participate in client calibration sessions
Conduct Process and Agent Level Transaction Monitoring
Ensure consistent application of the quality process/system.
Facilitate Quality training and/or initiatives
Diagnosis continuous improvement opportunities applicable to account, workgroup and department.
Utilize common process methodology for process improvement
Develop and maintain quality reports at agent, team, and call center level
Develop and streamline Quality procedures
Provide written and verbal feedback to leadership, the client and agents on evaluations and process improvement recommendations