Quality Manager

3 days ago

Mohali, Punjab, India Zouma Full time ₹ 4,50,000 - ₹ 6,00,000 per year

Job Description: Quality Manager (BPO Industry)

About the Role

We are seeking a highly experienced and meticulous Quality Manager to join our team, specializing in the Business Process Outsourcing (BPO) industry. The ideal candidate will be responsible for developing, implementing, and managing our quality assurance framework to ensure exceptional service delivery, process adherence, and customer satisfaction. This role is crucial for driving continuous improvement and maintaining operational excellence across all BPO functions.

Key Responsibilities

  • Quality Assurance Strategy: Develop and execute a comprehensive quality assurance strategy that aligns with business objectives and client requirements.
  • Monitoring & Audits: Conduct regular quality audits and performance monitoring of call center agents and back-office processes to ensure compliance with quality standards and service level agreements (SLAs).
  • Feedback & Coaching: Provide constructive feedback and coaching to team leaders and agents based on quality scores and performance data. Identify training needs and collaborate with the training team to improve agent skills and performance.
  • Process Improvement: Analyze quality data and identify trends, root causes of errors, and areas for process improvement. Implement corrective actions and preventive measures to enhance efficiency and quality.
  • Reporting: Prepare and present detailed quality reports and dashboards to senior management, highlighting key performance indicators (KPIs) and quality trends.
  • Client Relationship Management: Act as a key point of contact for clients on all quality-related matters. Ensure a high level of client satisfaction by consistently meeting or exceeding quality benchmarks.

Qualifications

  • 5+ years of experience in a Quality Assurance role within the BPO industry.
  • Proven track record of developing and implementing successful quality management systems.
  • Strong understanding of BPO operations, including call center and back-office processes.
  • Proficiency with quality management tools and software.
  • Excellent analytical skills and the ability to interpret data to drive insights.
  • Exceptional communication, leadership, and coaching skills.
  • A bachelor's degree in a relevant field.

Job Types: Full-time, Permanent

Pay: Up to ₹50,000.00 per month

Benefits:

  • Health insurance
  • Paid sick time
  • Provident Fund

Work Location: In person

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