Assessment of QA performance, where I retrieved and analyzed QA information to identify the root causes of performance gaps and other related QA problems. Designed quality regulations and evaluations to improve monitoring of Agents Performance. Managed a team of 25+ on-site Agents and Reviewers. Tracked and reported on project quality target levels to drive compliance with internal standards as well as customer expectations. Managed comprehensive QA initiatives, compliance concerns, audits, and operational processes and procedures within corporate guidelines. Outstanding analytical, leadership, problem-solving, and communication talents. Ensuring the department’s productivity is maximized to the required standards and the pre-defined KPI’s, performance targets and standards are achieved in accordance with the business plan. Monitoring and reporting progress on performance, providing feedback and taking appropriate corrective action. Ensuring that personal targets and deadlines are met. Providing support and assisting team members in the development of their skills and knowledge and identifying campaign training requirements.