Manager - Call Quality Adherence - PIA

Role Description:

- This is a full-time on-site role located in Bengaluru for a Team Lead Call Quality Adherence.

- As part of this role, you will supervise, mentor, and coach a team of Call Quality Analysts.

- You will be responsible for developing and implementing quality control procedures to ensure consistent delivery of an excellent Process Improvement team while also driving employee engagement and performance.

- In addition to monitoring and analyzing calls made by PIA representatives, you will be responsible for providing feedback to the team to continuously improve the quality of the process.

Qualification:

- Bachelor's degree/Master's in Business Management or a related field

- Minimum of 4-7 years of experience working in a similar role, preferably in a call center environment

- Should handle a team of 15-20 associates

- Excellent verbal and written communication skills, interpersonal skills

- Detailed knowledge of quality standards, principles, and procedures(QC tools) - Experience with data analysis and performance metrics.

- Excel knowledge is a must - Ability to work in a fast-paced environment, manage multiple priorities, and meet deadlines

Strategic Leadership:

- Develop and execute a comprehensive strategy for process improvement adherence aligned with organizational goals and objectives.

- Collaborate with senior leadership to define and prioritize improvement initiatives that contribute to operational excellence.

Process Assessment and Design:

- Conduct thorough assessments of existing processes to identify areas for improvement.

- Design and implement optimized processes, ensuring efficiency, scalability, and compliance with industry standards and regulations.

Performance Metrics and Monitoring:

- Establish key performance indicators (KPIs) to measure process adherence and effectiveness.

- Implement monitoring systems to track and analyze process performance, providing regular reports to leadership.

Change Management:

- Lead change initiatives to ensure smooth implementation of new processes and adherence protocols.

- Work closely with cross-functional teams to address challenges and resistance to change, fostering a culture of continuous improvement.

Training and Development:

- Develop and deliver training programs to educate employees on new processes and adherence requirements.

- Provide ongoing support and resources to teams to promote understanding and compliance.

Collaboration and Communication:

- Foster collaboration across departments to gather insights and feedback on existing processes.

- Communicate effectively with all stakeholders, keeping them informed about process improvements and adherence expectations.

Risk Management:

- Identify potential risks associated with process changes and adherence strategies.

- Develop mitigation plans and work with relevant teams to address and minimize risks.

Continuous Improvement Culture:

- Instill a culture of continuous improvement within the organization, encouraging employees at all levels to contribute ideas and feedback.