Manager Quality

1 day ago


Hyderabad, Telangana, India HGS Full time

Ensures analysts meet standards for monitoring in an objective fashion all customer contact points

Responsible for the quality standards set by account management and Joint Venture client

Works with Operations, Training and client as consultant as well as regulator of quality issues

People Management

Handles and resolves resistance of the team to change as it involves conflicting views and opinions

Conducts training meetings

Expands training knowledge through seminars and keeping abreast of current training issues

Works with Training Manager and Operations Managers to provide trend reports to address any issues that need refresher training or that be newly discovered

Works with QA Team Leaders to resolve grievances

Develops and trains team members through coaching, providing work advise and motivation

Process Improvement

Recommends corrective services within client limits to adjust customer complaints

Provides continuous improvement of processes and systems

Technical

Designs and implements reports to establish patterns and trends of quality issues as they arise

Able to provide quantifiable data to all quality judgments that are made


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