Quality Manager

2 days ago

Mumbai, Maharashtra, India Reliance Retail Full time ₹ 8,00,000 - ₹ 24,00,000 per year

Company Overview

Tira Beauty (Reliance Retail) is inspired by the Goddess Rati, who symbolizes love, passion and beauty. The name Tira recognizes your inner superpower that makes you feel beautiful on the inside and out. It celebrates the unique spirit that makes you truly you.

We understand that beauty means different things to different people, and that it can change from day to day and mood to mood. Tira celebrates that feeling.

At Tira, we curate the best global and homegrown beauty brands and inspire you to explore and express your every idea of beauty.

We are here to be your companion in this journey For every day, every mood, every you.

Job Overview

Based at BKC, this role oversees the call center quality assurance team to ensure performance excellence, drive process improvements, and provide actionable insights through monitoring, coaching, and collaboration with operations to enhance customer experience and achieve organizational goals.

Qualifications and Skills

  • Considerable knowledge of the companys products, services and business operations to enable resolution of customer inquiries
  • Excellent customer service skills that build high levels of customer satisfaction
  • Excellent verbal and written communication skills
  • Must be detail-oriented and customer-driven, focusing on providing the highest quality products and services
  • Ability to lead and manage large teams effectively
  • Problem-solving and decision-making skills
  • Analytic and root cause analysis skills for process improvement initiatives
  • Effective people skills and sensitivities when dealing with others
  • General skill in the use of MS Office and other standard software applications required to perform the job duties
  • Ability to work both independently and in a team environment

Educational Qualification: Graduation in any stream

Roles and Responsibilities

  1. To oversee one or more teams of call center quality assurance representatives who perform quality monitoring for the call centers to ensure completion of tasks and attainment of departmental goals.
  2. To lead process improvement initiatives within the call centre and driving significant process change within the organization.
  3. To manage personnel activities of staff, i.e., hire, train, reward, motivate, discipline, terminate.
  4. To provide coaching and mentoring to call center quality assurance representatives.
  5. To consult with customer service managers, supervisors and team leads regarding quality monitoring trends, reports and recommendations.

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