Chief Quality Assurance Officer

7 hours ago

Bhubaneshwar, Odisha, India beBeeQuality Full time ₹ 1,50,000 - ₹ 28,00,000

Expert Quality Assurance Professional Sought for BPO Operations

Our organization is looking for a seasoned quality assurance expert to lead the development and implementation of effective quality management strategies in our business process outsourcing (BPO) operations.

Job Description

The ideal candidate will have a strong background in quality management, with experience in developing and implementing quality assurance processes that meet the highest industry standards. The successful applicant will oversee the daily activities of the quality team, ensuring that all quality-related tasks are completed efficiently and effectively.

In this role, you will be responsible for monitoring and evaluating agent performance through call monitoring and customer feedback. You will also conduct regular audits of quality processes and recommend improvements as needed.

Responsibilities
  • Develop and implement quality assurance strategies and processes for BPO operations.
  • Monitor and evaluate agent performance through call monitoring and customer feedback.
  • Conduct regular audits of quality processes and recommend improvements.
  • Train and mentor team members on quality standards and best practices.
  • Collaborate with management to set quality goals and objectives for the team.
Required Skills and Qualifications

To succeed in this role, you must possess the following skills and qualifications:

  • 9-13 years of experience in BPO quality management or related fields.
  • Strong understanding of quality assurance methodologies and best practices.
  • Proficient in using quality monitoring tools and data analysis software.
  • Excellent communication and interpersonal skills to interact with various stakeholders.
  • Ability to lead and motivate a team towards achieving quality objectives.
  • Detail-oriented with strong analytical and problem-solving skills.
  • Knowledge of customer service principles and practices.
What We Offer

We offer a competitive salary and benefits package, as well as opportunities for professional growth and development.

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