Quality Manager - BPO

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: Pune

5 days working.

Rotational shifts and rotational week off.

Work from Office

Immediate Joiners preferred

Interested Candidates may contact Anumeha (6376649769)