Quality Manager
2 weeks ago
Role & responsibilities
Build Quality Frameworks:
Define audit standards and evaluation scorecards for outbound & inbound tele-calling.
Call Audits & Insights:
Conduct structured audits of customer interactions and provide actionable insights to enhance agent performance.
Performance Analytics:
Develop quality dashboards and trend reports highlighting agent strengths,
improvement areas, and compliance metrics.
Calibration & Coaching:
Conduct weekly calibration sessions with Trainers, Team Leads, and Operations Managers to ensure consistency in scoring and feedback delivery.
Compliance & SOP Adherence:
Monitor adherence to brand scripts and process guidelines across all teams.
Root Cause Analysis:
Identify process or communication gaps leading to performance drop-offs and recommend corrective actions.
Cross-Functional Collaboration:
Partner with Training, Tech, and Operations to embed QA checkpoints in daily workflows.
Continuous Improvement:
Lead quarterly reviews to benchmark quality scores and drive long-term customer experience improvements.
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