Hiring for Quality Manager for renowned MNC BPO / Call Centre.
Role and Key Responsibilities:
- Primary POC among the QA teams, OPS & clients.
- Recommended responsibilities include but are not limited to the following:
- Lead, manage, motivate, and mentor a team of Quality Analysts
- Drive consistency to ensure the strong quality performance and alignment across all programs.
- Deliver process as well as agent level insights to continuously improve and deliver outstanding customer experience across program.
- Work alongside Ops and hiring team to provide on-boarding, coaching, remediation, training and development for QAs and QA Leads
- Implement and drive the QA process and structure.
- Identify possible issues and trends and give actionable insights while communicating them to relevant stakeholders.
- Implement initiatives and projects to counteract any possible trends, drive business KPIs.
- Aggregate audit findings and analyse gaps in processes, identifying innovative ways to solve problems upstream, help improve customer experience and drive higher efficiency.
- Analyse quality and performance trends to provide recommendations for program improvement.
- Responsible for the delivery of vendor quality metrics in periodic reviews for management
Key skills & knowledge:
- Excellent communication & interpersonal skills
- Excellent MS Office skills (presentation & excel)
- Should have good knowledge of FMEA - identification and mitigation of vulnerabilities.
- Excellent knowledge of Quality & Analytical tools
- Should be well versed with Qualitative concepts.
- Should have worked on process improvement projects driving Customer Experience, Process Improvements & Profitability
- Min 7 years of work experience is required in International Quality domain
- International Voice Process
Location: Chandigarh
5 days working.
Rotational shifts and rotational week off.
Work from Office
Immediate Joiners preferred
Interested Candidates may contact Anumeha (6376649769)
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