Senior Quality Assurance Manager

3 days ago

Mumbai, India TP Full time

We're hiring || Senior Manager Quality || MumbaiJob Specifications:Develop and implement QA Frameworks, SOP's and evaluation processesAnalyze call/chat/email evaluations, identify trends, and suggest improvementsEnsure Compliance with client specific KPI's and service level agreementsReport Key Quality Metrics - NPS, FCR, QA ScoresDrive RCA for quality deviations and develop corrective action plansClient & Stakeholder Management (3rd Party Client Management)Experience with Six Sigma, COPC or Lead MethodologiesMinimum - Green Belt CertifiedIn a leadership/managerial role for at least 2 yearsStrong Knowledge of QA Tools, call center metricsProficient in PowerPoint and QA SoftwareSupports Innovation & Continuous Improvement

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