Assistant Quality Manager
3 months ago
Apply only if matches in below skill sets:
- Technical Competencies: (Job related)
- Excellent communication and presentation skills
- Relevant knowledge on Quality Tools & Quality Framework
- Experience in managing audits from a risk compliance & control standpoint
- Must possess exposure to Defect Analysis, Continuous improvement, Root cause analysis, Calibration and Corrective / Preventive action plans
- Should have excellent communication skills (written and spoken)
Job description
- Manages a team of Quality and Lead Quality and responsible for quality delivery of an entire account
- To manage transaction quality profile for a customer service process for our domestic client
- Participates in design of call monitoring formats and quality standards
- Defines Quality Framework, CTQs and implementation of Quality Control Plan
- To conduct audits as per defined guideline and sampling for transaction monitoring
- Client management and interaction
- To create and publish regular audit reports with management and clients (daily, weekly, monthly)
- To identify gaps and conduct feedback and refresher sessions with agents to improve Quality of calls
- To drive process improvement initiatives
- To drive calibration sessions with internal or external customers
- Leads quality monitoring and analysis team and provide trend data to site management team on a regular basis
- Gives subordinate opportunities to develop their own expertise and delegates effectively to ensure shared responsibility for work output
- Maintain overview of daily records, MOMs and Action items
- Organize touch-base meetings with Operations Leadership and discuss on AOIs and major concerns
- Able to use automated information systems and analyze
- Provide corrective / improvement solutions to the QAs on periodic basis to help them improve their accuracy scores
- Working in close tandem with Ops Asst. Mgrs. on the process for an excellent team and process performance.
- Prepare performance evaluations and documenting contact-handling procedures.
- Prepare TNAs basis the audit done and coordinate with the training team to ensure the TNA is executed.
- One-on-one feedback to the QAs basis their performance
- Provide domain knowledge & track external & internal escalations
- Mandatory:
- Graduation
- Fluency in English
- Well versed with quality reporting and statistics (Usage of quality tools and techniques achieve business metrics)
- Flexible to work in shifts
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