Manager - Quality - BPO

Job Description:

Key Skills:

- Excellent leadership qualities and inter-personal skills.

- Strong commitment towards excellence.

- Sound understanding of looking through reports and sharp analytical skills.

- Effective time management skills with ability to multi task.

- High on people management skills with performance driven attitude.

- Strong logical reasoning and an eye for detail.

- Decision making capabilities by keeping business requirements aligned.

- Ability to analyze performance for Agents on the basis of Language metrics and Quality Monitoring.

- Good analytical skills to identify the Variance in the Key Result Areas for the Process.

- Ability to provide feedback in the most constructive manner.

Job Description:

This role is responsible for:

- Participates in calibration sessions with the Clients, Operations, Training and QA teams.

- Run analysis on contact evaluations and highlight trends

- Use trends to identify training needs and developing action plans

- Participate in calibration sessions with Quality/Operations

- Help technical support executive to understand appropriate troubleshooting approach

- Provides daily support to achieve adequate training, productivity, calibration and value-added information flows to the operations team.

- Manages a dedicated team of QA Supervisors and in turn Analysts/Verifiers and ensures their coaching, development and productivity.

- Represent QA department during client visits while showcasing the QA processes.

- Support management focus on review of key drivers, metrics and operational processes that drive KPI results

- Maintain current understanding of program strategies

- Demonstrate commitment to program internal customer satisfaction

- Overseeing QA resource planning and QA production management.

- Responsible for periodic performance appraisal, promotion & growth related decisions for the entire QA team.

- Issue alerts on business impacting situations proactively which can affect the business in adverse manner.

Desired Candidate Profile:

Education Qualifications:

- Should be at least an AM Quality for 2 years on papers

- Prior QA experience of 3 years in international/Domestic BPO processes will be must.

- Should have exposure in International Account - Telecom

- Should be able to communicate fluently with grammatically correct spoken and written English.

- Should have strong analytical skills and good understanding of customer experience/satisfaction

Salary Range: 6-8 LPA