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Posted in
BPO
Job Code
1445386
Responsibilities:
- Develop and implement quality assurance standards, processes, and controls to meet organizational objectives.
- Conduct regular quality audits and analyze results to identify areas for improvement.
- Monitor calls, emails, and other customer interactions to ensure adherence to company policies and quality standards.
- Provide feedback and coaching to employees based on quality performance.
- Create and maintain quality documentation and reports.
- Utilize quality control (QC) tools such as control charts, cause-and-effect diagrams, flowcharts, check sheets, histograms, Pareto charts, and scatter diagrams to analyze and improve processes.
- Design, develop, and deliver comprehensive training programs for new hires and ongoing employee development.
- Conduct training needs analysis to identify areas requiring improvement.
- Use various training methods, including workshops, e-learning, and on-the-job training, to enhance employee skills and knowledge.
- Evaluate the effectiveness of training programs and make necessary adjustments.
- Collaborate with subject matter experts to update training materials regularly.
- Identify opportunities for process improvements to enhance service delivery and operational efficiency.
- Lead initiatives to streamline processes and eliminate inefficiencies.
- Stay updated on industry best practices and incorporate them into the organization's operations.
- Analyze customer feedback and complaints to identify trends and areas for improvement.
- Implement action plans to address customer issues and enhance satisfaction.
- Collaborate with other departments to ensure a cohesive approach to customer service.
Qualifications:
- Graduate/Post Graduate in any relevant field.
- Excellent communication and presentation skills (English & Hindi fluency).
- Strong interpersonal skills with the ability to connect with employees at all levels.
- Proven experience of more than 7 years in quality assurance and training within a BPO or customer service environment.
- Strong understanding of quality assurance processes and metrics.
- Excellent training and coaching skills, with the ability to engage and motivate employees.
- Strong analytical skills and attention to detail.
- Familiarity with quality control (QC) tools such as control charts, cause-and-effect diagrams, flowcharts, check sheets, histograms, Pareto charts, and scatter diagrams.
- Proficiency in using quality monitoring and training tools and software.
- Ability to manage multiple priorities and work under pressure.
Skills: quality assurance, training, customer service, control charts.
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Posted By
169
JOB VIEWS
52
APPLICATIONS
0
RECRUITER ACTIONS
See how you stand against competition
Pro
View Insights
Posted in
BPO
Job Code
1445386
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