Associate Quality Manager

Let's tomorrow, together.At Ubiquity, we live by the mantra head, heart, and hustle. Head because we use our collective industry know-how to always push ourselves, our clients, and our programs to be the best they can be. Heart because we are always gracious with our time, our collaboration, and with one another. And Hustle because we have grit, tenacity, perseverance, and a proven track record of meeting and exceeding goals—every person, in every role, for our company and our clients.Sound like the right fit? Your tomorrow looks bright at Ubiquity.Your Role:Responsibilities:Define and implement best practice coaching for Quality Management in close interaction with account internal support functionDeploy and reinforce BBC through coaching observations, leading coach the coach sessions and focus on leadership development through coach the coach sessions, best practice demonstrations and equip supervisors with the soft skills and tools they need to be successful in their coaching sessions.Ensure supervisors are following current coaching processesFacilitate onsite quality meetings (coaching calibration, consistency checks, etc.)Establish a strong line of communication with other service provide operations departments to ensure that trends identified in the key drivers, customer satisfaction/ loyalty and quality metricsAttend regular Partner Site meetings to share best practices and recommendations across the sitesConsult with the Training and Leadership effectiveness team in implementing strategies to coach effectively to new or changing initiatives.Qualifications:More than 5 years’ experience in handling Quality for a BPO CompanyAt least 1 year's Managerial experience in QualityStrong attention to detailFlexible with working schedulesOpen to graveyard shiftWhat we do.Recognized as the #1 CX provider for disruptors and innovators across financial services, healthcare, and e-commerce, Ubiquity was founded on the belief that our clients and their customers deserve better. Headquartered in New York City with delivery locations in Europe, Asia, and the Americas, Ubiquity provides multilingual, end-to-end solutions for customer experience management, back-office/risk operations, and business transformation, and is proudly certified as a Great Place to Work®.Come as U are, because U Matter at Ubiquity.We’re committed to creating an inclusive employee experience for all. Regardless of race, gender, religion, sexual orientation, age, or disability, we believe that we’re at our best when everyone can contribute their ideas and feels free to be their most authentic self.