Quality Manager

6 hours ago

Bengaluru Kolkata, India Wissenpro It Solutions Full time ₹ 1,04,000 - ₹ 1,30,878 per year

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Role: Manager Quality / Training & Quality Manager

Role and Key Responsibilities:

  • Act as a primary POC between the QA teams, OPS & clients.
  • Recommended responsibilities include but are not limited to the following:
  • Lead, manage, motivate, and mentor a team of Quality Analysts
  • Drive consistency to ensure the strong quality performance and alignment across all programs
  • Deliver process as well as agent level insights to continuously improve and deliver outstanding customer experience across the program
  • Work alongside Ops and hiring team to provide on-boarding, coaching, remediation, training and development for QAs and QA Leads
  • Implement and drive the QA process and structure
  • Identify possible issues and trends and give actionable insights while communicating them to relevant stakeholders
  • Implement initiatives and projects to counteract any possible trends, drive business KPIs
  • Aggregate audit findings and analyse gaps in processes, identifying innovative ways to solve problems upstream, help improve customer experience and drive higher efficiency
  • Analyse quality and performance trends to provide recommendations for program improvement
  • Responsible for the delivery of vendor quality metrics at management reviews

Key skills & knowledge:

  • Excellent communication & interpersonal skills
  • Excellent MS Office skills (presentation & excel)
  • Excellent knowledge of Quality & Analytical tools
  • Should be well versed with Qualitative concepts
  • Should have worked on process improvement projects driving Customer Experience, Process Improvements & Profitability

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