Fraazo - Quality & Training Manager - Call Center Operations

Quality Assurance Manager:

1) 2+ years of experience in call center Quality Audit & Training.

2) Excellent written communication skills to develop SOPs & scripts, train executives.

3) Salary range up to 60k per month.

4) Previous experience in using tech solutions for quality auditing is a must.

- Personally execute audits to ensure quality & consistency across all verticals like chat, call, email, etc.,

- Create, edit, and maintain scripts, knowledge base, SOPs, quality assurance documentation, and scorecards for different verticals.

- Review and analyze quality data at the individual, team, and larger levels.

- Establish end-to-end feedback communication to TLs and Executives, ensure each team is meeting the qualitative and quantitative targets.

- Scale QA through technology and/or process improvements.

- Generate reports analyzing trends and insights from QA data. Share feedback & improve Team and individual performance.

- Leads and shapes the development of Audit standards including monitoring systems and processes.

- Plan, develop, and provide training to all the required executives to ensure quality standards are met.

- Ensure that all QA Analysts are meeting statistical targets and provide action plans for those that fall below expectations.

Requirements

- Excellent oral and written communications skills, with a specific focus on contact center-centric operations by creating scripts, summarizing data, tell a story.

- 2+ years of call center/contact center experience with progressive responsibility; supervisory and/or coaching experience preferred.

- Experience working in a QA-focused role with an emphasis on data gathering and reporting as well as the development and delivery of QA programs.

- Bilingual/Multi-lingual a plus.

- Experience with quality assurance tech solutions is a must.

- Proven organizational, communication, and informal leadership skills in the same domain.

- The ability to work in a startup environment: which means being transparent in your work, what's going well, what's not.