Trigent Software Inc | Quality Manager | india
4 weeks ago
Key Responsibilities:
Lead the quality assurance process for international voice operations, ensuring service excellence and adherence to standards.
Conduct regular coaching sessions with team members to improve performance and quality outcomes.
Develop and implement process improvement initiatives to optimize workflows and enhance customer service quality.
Monitor and evaluate agent performance, provide feedback, and suggest training programs.
Collaborate with other departments to address quality issues and identify opportunities for improvement.
Ensure compliance with customer service standards and industry best practices.
Prepare and present detailed reports on quality metrics, trends, and improvement plans.
Handle high-pressure situations calmly and effectively, maintaining service quality during peak times.
Qualifications:
Education: Bachelor’s degree in a relevant field.
Experience:
Minimum of 7 years of relevant experience in quality assurance for international voice processes.
A total of 10 years of overall experience in quality management.
Skills:
Strong knowledge of customer service principles and practices.
Ability to coach and develop teams to meet performance targets.
Excellent communication, analytical, and problem-solving skills.
Flexibility to work in different shifts, including nights and weekends.
Desired Attributes:
Ability to manage teams and lead quality improvement efforts in a dynamic, fast-paced environment.
Strong organizational and multitasking skills, with a keen eye for detail.
Ability to work under pressure and resolve challenges efficiently.
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