Logo for Arise Virtual Solutions Inc.

Manager, Performance Excellence

Arise Virtual Solutions Inc.

Role overview

Qualifications

  • Minimum 5 years working experience in a quality lead role or equivalent.
  • Thorough understanding of quality management framework.
  • Excellent written and verbal English communication skills.
  • Proficiency in MS Excel, Word, and PowerPoint.

Responsibilities

  • Provide clear insight into performance drivers and the levers which impact performance.
  • Lead and manage calibration sessions, ensuring all quality analysts meet or exceed the client required 90% calibration threshold.
  • Own on-time, accurate, quality analysis and reports/visualizations in tight alignment with specified project objectives.
  • Collaborate and communicate effectively with business sponsors, executives and stakeholders.

Key facts

  • Remote from: India
  • Full time
  • Senior (5-10 years)
  • English

Hard skills

Analytics Root Cause Analysis Auditing KPI Reporting Industry Trend Analysis Process Improvement Project Status Reports Statistical Analysis Executive Conversations Data Visualization Compliance Management Stakeholder Communications Auditing Policy Development Internal Documentation Total Quality Management Task Management Training Analysis Presentation Training

Other skills

  • Quality Assurance
  • Team Leadership
  • Microsoft Excel
  • Microsoft PowerPoint
  • Microsoft Word
  • Report Writing
  • People Management
  • Collaboration
  • Communication
  • Time Management
  • Analytical Thinking
  • Detail Oriented
  • Problem Solving

About the company

Arise Virtual Solutions Inc. logo

Arise Virtual Solutions Inc.

Outsourcing & Offshoring

Arise Virtual Solutions has created a disruptive technology platform that connects the world’s biggest brands with a previously untapped network of small business owners and their agents. This entrepreneurial network of work-from-home Service Partners creates exceptional customer experiences that increase sales, improve loyalty, and speed customer growth. The Arise® Platform enables Brands to transform the relationship between their company and their customers through state-of-the-art security, access to Brand advocates, and on-demand flexible capacity to handle sudden or seasonal volume changes. To learn more about Arise Virtual Solutions, please visit arise.com or email us at info@arise.com. The Arise® Platform is the future of customer care.

Company details

Company typeSME
IndustryOutsourcing & Offshoring
Company size201 - 500

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Job description

Since 1994, Arise Virtual Solutions Inc. has created a disruptive technology platform that connects the world’s biggest brands with the largest network of gig-economy Service Partners in the BPO industry. Owned by Warburg Pincus, one of the world’s largest Private Equity Firms, Arise is the work-from-home pioneer and now the CX Transformation trailblazer. We are changing the way the world WORKS with every major brand that we support. Come be a part of the revolution as a regular-full-time employee of Arise Virtual Solutions! 

 

Our Core Values: 

Relentlessly Pursue Excellence

Empower People & Partners 

Make a Difference

No Boundaries

Embrace Possibilities

 

Our Quality Assurance & Center of Excellence team at Arise is looking for a Manager, Performance Excellence who will be responsible for assessing the quality and adherence to compliance. The job responsibilities include understanding the organization's business objectives and goals, analyzing audit data, and communicating analysis and proposing solution. The ideal candidate will possess strong analytical skills, root-cause analysis and attention to detail. 

 

What you will take on:

  • Provide clear insight into performance drivers and the levers which impact performance.
  • Lead and manage calibration sessions, ensuring all quality analysts meet or exceed the client required 90% calibration threshold.
  • Own on-time, accurate, quality analysis and reports/visualizations in tight alignment with specified project objectives.
  • Collaborate & communicate effectively with business sponsors, executives and stakeholders.
  • Strong analytical and problem-solving skills. The ideal candidate will thrive on change and possess an inquisitive mind.
  • Ability to structure data analysis, driving analytics insights and analytical solutions.
  • Make recommendations to management regarding the development of policies and procedures; identify and implement processing efficiencies; identify trends and continuing education opportunities.
  • Provide program and agent performance reporting, including statistical analysis and reporting.
  • Maintain proper documentation of call performance and associated corrective measures as applicable.
  • Monitors team compliance to quality standards usings established audit procedures.

 

Our new team member will need:

  • Minimum 5 years working experience in a quality Lead role or its equivalent.
  • Thorough understanding of quality management framework
  • Excellent written and verbal English communication skills
  • Experience in preparing and presenting written project status reports and executive briefings.
  • Demonstrated ability to develop analytical insights and summarize complex problems into concise reports and findings.
  • Proficiency in MS Excel, Word, and PowerPoint.
  • Demonstration of strong time and work management skills with a progressive, people forward attitude.

 

When smart, creative and passionate people get together, the results are astounding and the opportunities limitless! Achieve your potential at Arise.

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MR

Marcus Rivera

Chief Revenue Officer

m.rivera@company.com
linkedin.com/in/marcusrivera
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