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Call Center Quality Assurance Manager

3 months ago

gurugram, India Airtel Digital Full time

QA Manager:

Job Title : Quality Assurance (QA) Manager

Job Summary:

The Call Center Quality Assurance Manager will lead the Outsourced QA department and will be responsible for developing and implementing quality assurance strategies, policies, and procedures. This role involves managing a team of third party QA professionals, analyzing performance data, and ensuring continuous improvement in customer service and operational efficiency.


Key Responsibilities:

1. Strategic Planning:

Design and maintain quality assurance policies, procedures and strategy aligned with organizational goals

Own execution of call center’s quality assurance strategy

Lead and manage the third party QA department, ensuring alignment with the company’s mission and objectives

Provide strategic direction and leadership to the third party QA team


2. Policy Development and Implementation:

Create and maintain comprehensive QA policies, procedures, and standards

Ensure that QA processes comply with regulatory requirements and Fintech industry standards

Implement robust call monitoring and evaluation systems


3. Performance Monitoring and Improvement:

Oversee the monitoring of call center interactions to ensure high-quality customer service

Conduct monitoring and evaluation of call center agents’ interactions with customers

Analyze performance data and identify trends, areas for improvement, and best practices

Develop and implement action plans to address performance gaps and enhance service delivery


4. Feedback, Training, and Development:

Establish a structured feedback process for call center agents and supervisors

Collaborate with training departments to design and deliver effective training programs

Foster a culture of continuous improvement and professional development within the team


5. Reporting and Analytics:

Generate and present comprehensive QA reports, trends, and performance indicators to senior management

Analyze data to identify areas for improvement and recommend corrective actions

Monitor key performance indicators (KPIs) and develop strategies to improve them


6. Customer Experience Management:

Drive initiatives to improve overall customer satisfaction and experience

Implement mechanisms to capture and analyze customer feedback

Stay updated on industry trends and best practices in Fintech industry

Collaborate with other departments to ensure a cohesive approach to customer service


7. Team Leadership and Development:

Oversee & assist the third party agency to Recruit, train, and mentor QA team members

Foster a positive, collaborative, and high-performance work environment


Qualifications:

Bachelor’s degree in Business, Management or a related field (Master’s degree preferred)

Extensive experience in call center operations, with a strong focus on quality assurance

Proven leadership experience in Quality Assurance

Deep understanding of quality assurance methodologies and best practices

Proficiency in QA software and call monitoring systems


Knowledge & Skills:

Strong analytical and problem-solving abilities

Excellent communication, presentation, and interpersonal skills

Ability to work effectively under pressure and manage multiple priorities

Familiarity with customer service standards, compliance regulations, and industry trends

Certification in quality assurance or a related field is a plus