We'r Hiring For Top MNC

11 hours ago

Navi Mumbai, Maharashtra, India Navayuga Consultancy Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Role & responsibilities

  • Min 1.6 years exp on Assistant manager in QA, should be aware of 7 QC tools
  • Handle a team of 15-20 QA + 2 to 3 QTL
  • Should have done a project of Lean Six Sigma
  • 3+ years in a quality role within a BPO or customer support environment
  • Minimum 1 year in a team lead or assistant manager capacity (preferred in voice process)
  • Supervise and manage the Quality Analysts team.
  • Monitor and evaluate customer interactions (calls, chats, emails if applicable) to ensure service quality.
  • Identify gaps in agent performance and coordinate with operations for targeted interventions.
  • Conduct regular calibration sessions with stakeholders to align quality standards.
  • Design and implement quality improvement plans based on data insights.
  • Track quality metrics (CSAT, AHT, FCR, etc.) and prepare reports for management.
  • Provide feedback and coaching to frontline agents and quality analysts
  • Support new hire and refresher training programs with quality insights.
  • Ensure compliance with internal processes, client guidelines, and regulatory standards.
  • Participate in client calls and reviews related to quality performance.
  • Maintain documentation related to quality processes and performance.

Interested can share your resume and details to

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