jobs for Senior Manager Quality-Reputed BPO company-Amritsar, Punjab, India-6LPA
3 days ago
JOB DETAILS
Defining audit strategies to ensure maximum improvement in quality performance on Customer Satisfaction
Optimizing QA staff for maximum efficiency (productivity and accuracy)- define KRA for Quality Auditors and Call Centers
Supporting management focus on review of key drivers, metrics and operational processes that drive KPI results
Creating the Audit plan and Quality strategy and ensure adherence by call centers
Monitoring feedback efficacy on weekly and monthly basis
Audit Reporting Preparing daily dashboards on WTD and MTD quality performance
Analyzing reason of errors and concentrations of errors for improvement
Conducting sessions, a calibrating business, training & QA teams
Conducting Weekly hygiene checks on KPI outlier (operators) like AHT, CSAT and FCR to improve performance
Recommending KPI changes as and when required to business to improve performance
FUNCTIONAL AREA
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