Senior Quality Assurance Manager
4 weeks ago
Key Roles & Responsibilities:
- Ensure Quality Function/ Business are run effectively and efficiently to meet the Service Level Agreement and Targets
- Responsible for staff development, staff planning to meet service requirements and involvement in recruitment process as necessary
- Providing regular performance feedback and giving frequent formal and informal coaching sessions for a better productivity
- Providing timely feedback/Update to Management regarding performance of the process and improvement areas
- Taking initiatives to streamline processes and focus areas
- Would be accountable for Performance / Client Management / People Management
- Manage the attrition and shrinkage for the quality team at the process level
Preference:
- Prior experience in Digital Marketing, Sales, International client servicing
- B2B sales experience in voice for NA market
- Process improvement drive organization/process level quality improvement initiatives
- Continuous focus on process SLA’s
Educational Qualification: Graduated from a recognized university
- Complete work from office job
- The candidate should be comfortable with rotational shifts
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