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BPO Assistant manager Quality
1 month ago
The BPO Assistant Manager Quality will be responsible for overseeing the quality assurance processes within the BPO team, ensuring that service levels are met and exceeded. This role requires a strong focus on continuous improvement and the ability to effectively manage a team.
Responsibilities
- Monitor and evaluate call quality and customer interactions to ensure compliance with company standards.
- Develop and implement quality assurance processes and methodologies to improve customer service.
- Provide feedback and coaching to team members to enhance performance and quality.
- Conduct regular quality audits and prepare reports to identify trends and areas for improvement.
- Collaborate with management to develop training programs based on quality assessment results.
- Assist in the recruitment and onboarding of new quality assurance staff.
Skills and Qualifications
- Bachelor's degree in Business Administration, Management, or a related field.
- 6-10 years of experience in quality assurance within a BPO environment.
- Strong analytical skills with the ability to interpret data and reports.
- Excellent communication and interpersonal skills for effective feedback and coaching.
- Proficient in quality management tools and software.
- Knowledge of ISO standards and quality assurance methodologies.
