Kochar Infotech - Assistant Manager - Quality

Description:

About the Role:

We are seeking a detail-oriented and proactive Assistant Manager Quality to oversee call quality standards, ensure compliance with process guidelines, and drive continuous improvement across customer interaction teams.

The ideal candidate will have strong analytical skills, team-handling capabilities, and prior experience in quality monitoring within a contact center environment.

Key Responsibilities:

- Participate in designing call quality formats, evaluation scorecards, and process-specific quality frameworks.

- Supervise and ensure adherence to quality standards across all customer interactions.

- Provide actionable insights and coaching feedback to agents to enhance customer experience and productivity.

- Use a Quality Commanding/Data Management System to monitor performance trends at individual and team levels.

- Review customer communication emails to identify anomalies, escalations, or areas of improvement.

- Share relevant data and insights with cross-functional internal support teams as required.

- Coordinate and assist with call calibration sessions for agents, team leaders, and support staff.

- Deliver regular quality reports, updates, and performance insights to team leaders and managers.

- Prepare, analyze, and present internal and external quality reports; conduct periodic staff performance reviews.

Required Experience:

- 4 - 6 years of experience in Quality Monitoring or Process Quality within a BPO/Call Center/Customer Support environment.

- Experience in handling a team or mentoring agents is preferred.

- Strong exposure to quality tools, data analysis, and call evaluation frameworks.

Skills & Qualifications:

- Graduate in any discipline.

- Excellent communication, listening, and analytical skills.

- Strong knowledge of quality metrics, call auditing, and customer experience parameters.

- Ability to interpret data, identify trends, and recommend improvement actions.

- Proficiency with quality monitoring tools, CRM platforms, and MS Office.

- Strong attention to detail and ability to manage multiple tasks effectively