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Quality Manager-Call Center

2 months ago

Mumbai, India Tech Mahindra Full time

Key Responsibilities:

  • Develop and maintain strong relationships with clients to ensure their needs and expectations are met.
  • Act as the primary point of contact for client escalations and quality-related inquiries.
  • Conduct regular client meetings to review performance metrics and discuss improvement strategies.
  • Lead and manage a team of Quality Analysts and Quality Team Leaders.
  • Develop and implement quality assurance policies and procedures.
  • Provide coaching and feedback to team members to enhance their skills and performance.
  • Foster a positive work environment and encourage teamwork and collaboration.
  • Utilize statistical methods to analyze performance data and identify trends.
  • Conduct root cause analysis (RCA) to identify areas for improvement.
  • Implement corrective actions based on data analysis to enhance overall quality.
  • Leverage data analytics to drive decision-making and process improvements.
  • Develop and maintain quality dashboards and reports to monitor key performance indicators (KPIs).
  • Ensure data accuracy and integrity in all quality-related reports and documentation.


Preferred Qualifications:

  • Certification in Quality Management (e.g., Six Sigma, ISO).
  • Advanced proficiency in Microsoft Excel and data visualization tools.
  • Proven experience in quality management within a call center environment.
  • Strong knowledge of statistical analysis and data-driven decision-making.
  • Excellent client management and team management skills.
  • Proficiency in using quality management tools and software.
  • Strong analytical and problem-solving abilities.
  • Excellent communication and interpersonal skills.


Educational Qualifications:

Bachelor's degree in any stream