Assistant Manager - Quality - International BPO

Job Function : Quality

Industry : CRM/Call Centres/BPO/ITES/Med.Trans

Salary : 4.4 to 5.5 lacs

Key Skills

- Sound understanding of looking through reports and sharp analytical skills.

- Effective time management skills with ability to multi-task.

- Excellent communication skills in English

- Knowledge of Quality related tools and methodology

- High on people management skills with performance driven attitude.

- Strong logical reasoning and an eye for detail.

- Decision making capabilities by keeping business requirements aligned.

Job Description: This role is responsible for:

- Ensure Completeness of all required forms, reports, etc. within established time frames.

- Conducts/supervise calibration sessions with the Operations, Training and QA teams.

- Provides daily support to achieve adequate training, productivity, calibration and value-added information flows to the operations team.

- This position is the dedicated subject matter expert on the client's call handling guidelines and is the centralized point of calibration on the program.

- Supervises the QA Analyst Verifies and ensures their coaching, development and productivity.

- Provides operations and management team with daily and weekly highlights on quality and performance trends.

Desired Candidate Profile:

- Minimum Education Qualification - Bachelor 's degree in any stream

- Age between 25-30 years

- Relevant experience in handling quality function for 2 years as QA/Lead QA in domestic or international process.

- Experience in handling QA function, preferably in Customer Service domain and hands on experience of managing customer experience

- Strong communication and presentation skills.

- Should have strong analytical skills and fair understanding of customer experience/satisfaction.

Interested candidates can call us on +91-9891171116 or apply