Quality Assurance Manager

5 days ago


Gurugram Haryana India, IN TP Full time

Hiring for Quality Manager for International process.Candidate must have an experience into technical voice or blended process. 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, certified COPC or Lead MethodologiesMinimum - Green belt and Black belt certified.In 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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