DemandLane - Assistant Manager - Quality - Contact Centre

Role Definition & Requirement:

An Assistant Manager assists and collaborates with managers and establishes standards governing customer interactions and implements monitoring programs. He/she ensures his participation and involvement in maintaining overall quality metrics of an organization.

Primary Functions/Responsibilities:

- Asst Manager typically has a wide range of responsibilities, which can include:

- Develop and assist in designing quality framework and procedures for the contact center operations that align with customer needs and regulatory requirements

- Develop and maintain quality assurance programs including sampling, call monitoring, feedback, and coaching programs, to enhance business performance

- Work with cross-functional teams to identify areas of improvement and develop action plans to address performance gaps.

- Provide regular reports to senior management on quality assurance performance, including trends, issues, and recommended corrective actions

- Work closely with training team to conduct regular training sessions for contact center employees on quality assurance policies, procedures, and best practices

- Manage a team of quality assurance specialists, providing coaching, guidance, and performance feedback and be able to manage shrinkage within the team

- Conduct audits of contact center operations and procedures to ensure compliance with regulatory requirements and internal policies

- Well versed with data analysis and QC tools to be able to identify opportunity areas of the business.

- Gives subordinate opportunities to develop their own expertise and delegates effectively to ensure shared responsibility for work output

- Should have a fair understanding of AI tools and Quality transformation

- Prepare performance evaluations and document contact-handling procedures.

Minimum skills & knowledge:

- Minimum 2 years in current role as Asst manager/ quality lead in a US Voice Based Sales call center

- Should be comfortable with Night Shifts

- In-depth knowledge of quality assurance processes, techniques, and methodologies

- Familiarity with regulatory requirements and industry standards affecting contact center operations, such as HIPAA, PCI-DSS, and TCPA

- Experience with quality assurance tools, software, and systems, such as call monitoring software, quality management systems, and customer feedback tools.

- Strong leadership skills and experience managing a team of quality assurance specialists.

- Excellent communication and interpersonal skills, with the ability to communicate complex information effectively to stakeholders at all levels.

- Analytical and critical thinking skills, with the ability to identify trends, issues, and opportunities for improvement.

- Good Aptitude skills-reasoning, logical reasoning and problem solving

- Experience in managing audits from a risk compliance & control standpoint

- Must possess exposure to Defect Analysis, Continuous improvement, Root cause analysis, Calibration and Corrective / Preventive action plans

- Should be well versed with Google Suite/ MS Office (Word, Excel, PowerPoint and Outlook)

- Should have excellent communication skills (written and spoken)

- Preferred six sigma knowledge (YB/GB trained/Certified) and understanding of basic QC tools