CredR - Manager - Quality Control

Role and Responsibilities:

- Ensure achievement of quality SLAs / targets by the team

- Handle any kind of escalations by the team members

- Audit the data created and managed by team members

- Ensure that quality related reports are made on time

- Read and understand various quality related reports for any further analysis required

- Manage leave records and swaps as & when the need arises for Quality Analysts

- Oversee and attend feedback session with the management

- Resolve disputes arising out of audit related issues

- Initiate and manage process improvement projects as and when required

- Ensure timeliness of quality related feedback to the Pre-Sales Advisors and concerned supervisors

- Assist team members who are new to the process

- Prepare and track development plans for team members

- Measure performance of the team through performance appraisals and manage team motivation and retention

- Interact with management on behalf of the team for any clarifications

- Conduct training sessions for the team

- Prepare and share relevant dashboards for the management

- Provide inputs, as and when required, to improve work procedures that can enhance overall team performance

- Adherence to norms specified by COPC certification and ISO 27001 specifications (as applicable to the process)

- Excellent communication skills

Competencies and Skills Required :

- Post-graduate/ graduate with 5+ years of mid-level experience in quality control and at least 2 years of managerial experience in the QC/ QA department of an international/ domestic contact centre/ customer service centre setup

- Must be a highly motivated self-starter

- Should be analytical, number and results-oriented

- Experienced in research and insight development techniques

- Experience in detailed project management

- A good communicator who is able to converse in English and Hindi

- A team player with leadership abilities

- Professionally certified in TQM, Six Sigma (Green Belt/ Black Belt) or any other global quality certification is desirable

Fundamental Requirements of the Role :

- Must ensure that team members report to work on time and provide notification in advance for leaves

- Should maintain healthy team-bonding and must keep the entire division motivated at all times

- Will keep attrition rate low, and be adept at resource planning and allocation

Salary : Industry standards