Quality Manager
4 days ago
Looking for Quality Manager, Bangalore
Night Shifts
Looking for candidates who can join immediately or within 30days
Experience in International BPO / Voice process / call center is mandatory
Work Location: Bangalore
Minimum 10+yrs of experience and more than 2yrs experience as Quality Manager
Manage Voice, Chat & Social media lines of business (US )
- Initiated & sustained efforts for improving Quality score through Bottom Quartile
Management
- Leading Quality support team and managing the End to End Quality and
Compliance to provide superior quality of service to customers
- Client Management Coordinate and based on requirement implement changes
and drive actionable to achieve results
- Took Corrective and preventive actions by motivating advisors to achieve desired
output with no critical and non-critical errors
- Devised action plans to improve Quality, efficiency in production & process related
developments
- Excellent team management, resource management and planning skills
- Generated MIS reports and conducted weekly/monthly analysis to improve Quality
and adherence Parameters
Identifying ways to meet Quality goals, AHT and other metrics
Communicating with Internal stakeholder to drive continuous improvement based
on Opportunities and TNIs identied
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