Duties & Responsibilities :
Problem Identification and Analysis
Investigates missed incidents and customer (internal / external) complaints;
Identify root cause, risks, trends, patterns, threats, and operational challenges to be communicated to Monitoring Center Manager.
Analysis of strategic plans and reviews in the Surveillance processes;
Formulate recommendations to prevent further deviation from the standard process and / or promote continuous improvement of processes.
Recommendations are to be communicated to Monitoring Center Manager.
Achieves quality assurance of operational objectives by contributing information and analysis to strategic plans and reviews;
Preparing and completing reports on trends, patterns, threats, and analysis on productivity; quality, and customer-service standards;
Operations Audits to establish alignment of Operational standards and recommend improvements
Provide timely feedback and Performance Management data to Monitoring Center Manager, Supervisors, Team Leads, and Video Surveillance Operators to correct and prevent further deviation from the standard processes.
Collaborate and recommend with the Training Specialist and Monitoring Center Manager to develop instructional materials for training courses and executing training plans;
Communicate process updates to the Monitoring Center
Ability to coach and train Monitoring Center staff effectively and efficiently
Perform other duties as assigned
Ability to provide support to operations
Ability to execute Team Lead & Supervisor roles as needed by Operations.
Graduate of any 4- course Minimum of 1-year experience in a Quality Assurance role
Lean Six Sigma certification is an advantage
Good working knowledge of MS office software
Excellent computer skills
Highly detail-oriented to ensure that all work performed by staff is of the highest quality and meets all internal and external policy and procedural requirements
Excellent communication (oral and written) skills
Ability to manage priorities
Time management and organizational skills
Interpersonal skills, self-confidence, leadership capabilities
The ability to communicate in a clear, simple, constructive, and effective fashion
A customer-oriented approach
Good decision making and problem-solving skills in a changing environment
Proven ability to coach, train, and motivate to perform.