Position Title: Quality Assurance Program Manager Department: Client Services Purpose: This key role will be responsible for overseeing quality control, quality assurance and the consistency and reliability of Cvent Client Services; managing internal and external aspects of process and quality standards; implementing cost saving quality procedures; and communicating quality to management and the organization. Ensuring that Cvent Client Services performance meets client expectations and that standard methodologies for call center/customer care are adhered to. Responsible for establishing and maintaining quality assurance guidelines for system development and enhancement initiatives as well as driving quality performance metrics. The candidate will work closely with the COPC Coordinators to develop and maintain compliance with overall industry best practices. Responsibilities -&nbsp; - Monitor and provide direction regarding compliance of quality standards for the CS. Execute corrective/improvement plans when process/systems are out of compliance. Responsible for providing timely solutions to getting plans implemented in the CTSC. - Reviews and provides follow-up with all non conformance issues - Measure quality improvements in a timely manner - Drive resolution/solution implementation to address reports/complaints from Cvent Client Services Clients related to customer handling and process breakdown. - Scope, map, review and monitor process and methods, and suggest improvements to enhance agent/business effectiveness - Extract, analyze and communicate quality data (provided by Business Analyst) to management and the organization. - Detect quality problems and implement cost saving process, procedures and solutions - Assist with Change Control process for quality implementation of changes - Responsible for effective program/process implementation (after launches) to ensure standards and requirements are met Job Requirements: - At least 5 years prior team management experience - 8 -15 years of Quality Assurance/Quality Control experience - Ability to manage multiple projects and priorities with attention to quality, details and results - Strong leadership skills - Ability to develop and communicate standards to be implemented based on COPC certification requirements - Strong demonstrated communication skills- both written and verbal - Customer-focused and knowledgeable about call center business - Tenacious in driving issues to closure - Ability to chart and document complex process and systems - Self-starter, ability to adapt and be flexible - Demonstrable Knowledge of COPC, Six Sigma, ISO9000 and/or other quality improvement processes preferred. Qualifications Recommended: Bachelors' degree or the equivalent of work experience and 3-5 years prior management and related customer support experience. MBA preferred. Technical experience is preferred, demonstrated by knowledge of microcomputers, and a basic knowledge of Microsoft applications, languages, BackOffice servers and/or operating systems. The candidate will possess the ability to maintain flexibility and openness to a rapidly changing environment. Proven leadership, project management and problem analysis/resolution skills required. Methods or process analysis required. Project manager certification preferred. Business experience is preferred, demonstrated by prior quality assurance, process control and call center management. Demonstrated skills in people management, project management, presentation skills, decision-making and strong commitment to excellence in customer service. Shift:-6:30 pm IST - 3:30 am IST

Gurgaon/Gurugram

Cvent - Quality Assurance Program Manager 

Cvent - Quality Assurance Program Manager  ,Job Description for Cvent - Quality Assurance Program Manager  in Cvent India in  Gurgaon/Gurugram for (8-15) years of experience. Apply Now!

Job Description for Cvent - Quality Assurance Program Manager  in Cvent India in  Gurgaon/Gurugram for (8-15) years of experience. Apply Now!