CXM QM Specialist

Quality Monitoring Audit

• Shall create a monthly QM Audit strategy and plan that considers all vendor partners and lines of business, per the sampling method agreed

• Shall present the upcoming month's QM Audit strategy and plan to the Globe and seek its approval on the 16th of the current month.

• A Quality Auditor will examine the audited interactions that have been reported and their outcomes, detect any flaws or misalignments, publish their findings, note any financial repercussions, and pursue corrective action. Shall publish the Rate of Alignment (ROA) on a weekly and monthly basis covering all lines of business, provide recommendations and analysis of the vendor partners' QA performance. > Quality Monitoring Calibration

• Shall create a monthly QM Calibration strategy and plan that takes into account all vendor partners and lines of business.

• Shall present the upcoming month's QM Calibration strategy and plan to the Gl...