Manager, Performance Excellence

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.