Posted By

Runika

Client account manager at Zigsaw

Last Login: 17 January 2025

169

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52

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Posted in

BPO

Job Code

1445386

Manager - Quality & Training - BPO

caution
7 - 12 Years.Hubli/Karnataka
Posted 5 months ago
Posted 5 months ago

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

Runika

Client account manager at Zigsaw

Last Login: 17 January 2025

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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