Assistant Manager Quality
2 weeks ago
Role & responsibilities
FUNCTIONAL/ OPERATIONAL:
- Ensure Quality, Complaints, Escalations targets are achieved as per Client agreed standards
- Conducting / attending regular Calibrations with all stakeholders
- Being proactive in identifying learning and development needs of the team members/advisors
- Provides effective Coaching within the stipulated timelines as specified for respective processes
- Shares compliance expectations, understanding of the Quality guidelines and Complaints management with New Hires and existing staff
- Conduct briefing sessions and cascading updates to all on the operations floor
- Prepare reports based on the quality scores of the advisors
- Provide analysis on areas of opportunity and action plans to improve performance
- Providing Root Cause Analysis & TNIs
- Do floor support and Internal Quality Checks
- Being proactive in identifying Learning & Development needs of the team
- Training / refreshers to the team for process improvement (if required)
Preferred candidate profile
Prior experience in Travel/ Contract & Promotion Loading/QC experience is a must
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