Assistant Manager - Quality - International BPO

A leading International BPO is looking for Assistant Manager - Quality -

Job overview-

- Implement call monitoring process as per client requirements and the COPC Standard

- Implement call monitoring as per the in-house process

- Build and implement sampling plan

- Determine the frequency of monitoring and the sample size

- Monitoring plan and schedule for monitoring of calls.

- Maintain - program quality- related client interactions. Provide feedback to the floor.

- Facilitate and manage quality related conference calls, calibration calls, etc.

- Facilitate and manage call calibration for Quality Reps., TL's and Trainers.

- Review the effectiveness of MIP's and the feedbacks being given by the Quality Reps. and Language Reps.

- Organize call calibration sensitization for TMs.

- Analyse end-user complaints and C-SAT's.

- Implement MIP-T as per the guidelines

Salary Range: 8-9 LPA