
Assistant Quality Manager
4 days ago
Role & responsibilities
- Manage quality program in line with BEST QA Framework requirements
- Prepare QA staffing and scheduling plan as per frequency defined
- Facilitate achievement of quality SLAs and sampling targets
- Conduct calibration sessions as per schedule and publish reports
- Facilitate on-time Quality reporting at group and program levels
- Conduct & Publish RCA for not meeting Quality/CSAT/ FCR metrics
- Manage client calibration and process change sessions
- Work in tandem with operations on frontline intelligence gathering for process improvements
- Resolve disputes arising out of audit related issues
- Manage and track process average time to feedback and quality of feedback delivered
- Create weekly/ monthly review presentations for internal and external teams
Preferred candidate profile
- Communicate with client quality and operations team
- Present WBR & MBR in tandem with operations
Deliver customer service improvement projects
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