Manager Quality in inbound ecommerce BPO process

Person should have in depth knowledge & experience of Quality operations in Inbound ecommerce BPO processes.
He/she should have excellent communication skills. The job involves :
- sample and evaluate contact transactions
- Report results of evaluations to Quality/operations
- Run analysis on contact evaluation and highlight trends
- Coach agents based on evaluation trends
- Use trends to identify training needs and developing action plans
- demonstrate commitment to program internal customer satisfaction.