Assistant Manager Quality - Voice process

Process : BPO (Contact Center) - Assistant Manager Quality - Voice process - Domestic Process

Location: Mihan, Nagpur, Maharashtra, India

Relocation cases are accepted with all the relocation benefits.

Mandatory: Graduate

Experience :

years in current role as AM Quality in a call center (Inbound calls, Emails/Chats)

Aptitude skills-reasoning, logical reasoning and problem solving

Technical Competencies: (Job related)

communication and presentation skills

knowledge on Quality Systems, Tools & Quality Framework

in managing audits from a risk compliance & control standpoint

possess exposure to Defect Analysis, Continuous improvement, Root cause analysis, Calibration and Corrective / Preventive action plans

be well versed with MS Office (Word, Excel, PowerPoint and Outlook)

have excellent communication skills (written and spoken)

six sigma knowledge (YB/GB trained/Certified) and understanding of basic QC tools

have good analytical skills to conduct various analysis and RCA on a weekly/monthly basis

Soft Skills: (Job related)

fluent in speech

Team coaching and feedback skills.

ability is required.

Job description :

a team of 15 to 20 QA Analysts

manage transaction quality profile for a customer service process for our domestic client

in design of call monitoring formats and quality standards

Quality Framework, CTQs and implementation of Quality Control Plan

conduct audits as per defined guideline and sampling for transaction monitoring

ensure 100% closure of feedbacks

create and publish regular audit reports with management and clients (daily, weekly, monthly)

identify gaps and conduct feedback and refresher sessions with agents to improve Quality of calls

drive process improvement initiatives

drive calibration sessions with internal or external customers

conduct training for group of agents, when needed

conduct quality induction for new hire batch

quality monitoring and analysis team and provide trend data to site management team on a regular basis

subordinate opportunities to develop their own expertise and delegates effectively to ensure shared responsibility for work output

overview of daily records, MOMs and Action items

touch-base meetings with Operations Leadership and discuss on AOIs and major concerns

to use automated information systems and analyze

corrective / improvement solutions to the QA’s on periodic basis to help them improve their accuracy scores

in close tandem with Ops Asst. Mgrs. on the process for an excellent team and process performance.

performance evaluations and documenting contact-handling procedures.

TNAs basis the audit done and coordinate with the training team to ensure the TNA is executed.

feedback to the QA’s basis their performance

domain knowledge & track external & internal escalations

Mandatory:

Fluency in English

Well versed with quality reporting and statistics (Usage of quality tools and techniques achieve business metrics)

Able to use automated information systems and analyze

Should have working knowledge with Computers & to be internet savvy

Flexible to work in shifts

Interested candidates can send their CV's on with Subject line : Assistant Manager Quality or send your CV on .