Chief Quality Specialist

2 weeks ago

Navi Mumbai, Maharashtra, India beBeeQuality Full time US$ 90,000 - US$ 1,20,000

Quality Assurance Leader

Job Description
  • Main responsibilities include managing a team for quality delivery of an entire account.
  • Manage quality profile for a customer service process and participate in designing call monitoring formats and quality standards.
  • Define Quality Framework, CTQs and implement Quality Control Plan.
  • Conduct audits as per defined guidelines and sampling for transaction monitoring.
  • Interact with clients and create/publish regular audit reports with management and clients.
  • Identify gaps and conduct feedback/refresher sessions with agents to improve the quality of calls.
  • Drive process improvement initiatives and calibration sessions with internal/external customers.

Required Skills and Qualifications
  • Familiarity with quality reporting and statistics.
  • Able to use automated information systems and analyse.
  • Fluency in English and good communication skills.
  • Well-versed with MS Office (Word, Excel, PowerPoint and Outlook).
  • Good analytical skills and ability to multitask.

Benefits
  • Flexible working hours.
  • Ongoing training and development opportunities.

Others
  • Maintain daily records, MOMs and Action items.
  • Organise touch-base meetings with Operations Leadership and discuss on AOIs and major concerns.
  • Provide corrective/improvement solutions to the team periodically to help them improve their accuracy scores.

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