Assistant Manager

2 weeks ago

Bengaluru, Karnataka, India WNS Full time

Job Description: -


• Monitoring and evaluating inbound and outbound calls and emails according to the criteria set by the supplier in accordance with Client requirement.


• Documenting quality issues and performance measure for management review and providing information to assist in agent feedback and formal education processes and,


• Sharing results with Team Leads (and Operations Leader, if appropriate) to help provide individualized feedback to agents


• Provide Quality evaluation report to Client & track actions taken for improvement


• Perform transactional audit through recorded calls, remote or SBS, internal error checking, data scrubbings, calibration and Quality certification process.

Qualifications: -


• Graduate/Post Graduate (Exception Needed – if experience is more than 2years as QA)


• Proficiency in Microsoft Office packages (Word, Outlook, Excel);


• Excellent interpersonal and communication skills;


• High attention to detail and accuracy.


• The ability to:

§ Analyze, validate and interpret data/reports;

§ Multi-task, work under pressure and cope with high volumes of work;

§ Cope with pressures and setbacks;

§ Document problems and assist in their resolution;

§ Document processes and identify areas for improvement;

§ Adapt to change quickly, in a fast-paced environment;

§ Prioritize and manage workflow

Additional Points: -

Open to Travel

Having a Valid Passport

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