Business Process Outsourcing Quality Assurance Expert

2 weeks ago

Bengaluru, Karnataka, India beBeeQualityManager Full time ₹ 9,00,000 - ₹ 12,00,000

Effective leadership is crucial for delivering high-quality services in business process outsourcing (BPO). We are seeking a skilled BPO Quality Manager to oversee our quality assurance processes, ensuring that our service meets the highest standards.

Key Responsibilities
  • Develop and implement comprehensive quality assurance strategies and processes for BPO operations.
  • Monitor and evaluate agent performance through rigorous call monitoring and customer feedback analysis.
  • Conduct regular audits of quality processes and recommend targeted improvements.
  • Train and mentor team members on quality standards and best practices, fostering a culture of excellence.
  • Collaborate with management to set achievable quality goals and objectives for the team.
  • Analyze quality data, prepare insightful reports, and present findings to management for informed decision-making.
  • Identify areas for process improvement and drive initiatives to enhance service quality, resulting in increased customer satisfaction and loyalty.
Essential Skills and Qualifications
  • 9-13 years of experience in BPO quality management or related fields, with a proven track record of success.
  • Strong understanding of quality assurance methodologies and best practices, with the ability to apply them effectively.
  • Proficient in using quality monitoring tools and data analysis software, with a focus on efficiency and effectiveness.
  • Excellent communication and interpersonal skills, with the ability to interact with various stakeholders at all levels.
  • Ability to lead and motivate a team towards achieving quality objectives, with a collaborative and inclusive approach.
  • Detail-oriented with strong analytical and problem-solving skills, with a focus on resolving complex issues.
  • Knowledge of customer service principles and practices, with a commitment to delivering exceptional service experiences.

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