Quality Manager

4 days ago


Bengaluru, Karnataka, India Conduent Full time

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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