- years in current role as AM Quality in a call center (Inbound calls, Emails/Chats)
- Aptitude skills-reasoning, logical reasoning and problem solving
- communication and presentation skills
- knowledge on Quality Systems, Tools & Quality Framework
- in managing audits from a risk compliance & control standpoint
- possess exposure to Defect Analysis, Continuous improvement, Root cause analysis, Calibration and Corrective / Preventive action plans
- be well versed with MS Office (Word, Excel, PowerPoint and Outlook)
- have excellent communication skills (written and spoken)
- six sigma knowledge (YB/GB trained/Certified) and understanding of basic QC tools
- have good analytical skills to conduct various analysis and RCA on a weekly/monthly basis
- fluent in speech
- Team coaching and feedback skills.
- ability is required.
- a team of 15 to 20 QA Analysts
- manage transaction quality profile for a customer service process for our domestic client
- in design of call monitoring formats and quality standards
- Quality Framework, CTQs and implementation of Quality Control Plan
- conduct audits as per defined guideline and sampling for transaction monitoring
- ensure 100% closure of feedbacks
- create and publish regular audit reports with management and clients (daily, weekly, monthly)
- identify gaps and conduct feedback and refresher sessions with agents to improve Quality of calls
- drive process improvement initiatives
- drive calibration sessions with internal or external customers
- conduct training for group of agents, when needed
- conduct quality induction for new hire batch
- quality monitoring and analysis team and provide trend data to site management team on a regular basis
- subordinate opportunities to develop their own expertise and delegates effectively to ensure shared responsibility for work output
- overview of daily records, MOMs and Action items
- touch-base meetings with Operations Leadership and discuss on AOIs and major concerns
- to use automated information systems and analyze
- corrective / improvement solutions to the QA's on periodic basis to help them improve their accuracy scores
- in close tandem with Ops Asst. Mgrs. on the process for an excellent team and process performance.
- performance evaluations and documenting contact-handling procedures.
- TNAs basis the audit done and coordinate with the training team to ensure the TNA is executed.
- feedback to the QA's basis their performance
- domain knowledge & track external & internal escalations
- Fluency in English
- Well versed with quality reporting and statistics (Usage of quality tools and techniques achieve business metrics)
- Able to use automated information systems and analyze
- Should have working knowledge with Computers & to be internet savvy
- Flexible to work in shifts
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Assistant Manager Quality - Nagpur, India - Hexaware Technologies
Description
Process : BPO (Contact Center) - Assistant Manager Quality - Voice process - Domestic Process
Location: Mihan, Nagpur, Maharashtra, India
Relocation cases are accepted with all the relocation benefits.
Mandatory: Graduate
Experience :
Technical Competencies: (Job related)
Soft Skills: (Job related)
Job description :
Mandatory:
Interested candidates can send their CV's on with Subject line : Assistant Manager Quality or send your CV on
