Recruitment Partner at Lineupx Technology Service
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Quality Assurance Lead - Internet/Online (10-15 yrs)
Roles and Responsibilities :
- Design Quality evaluation for Outsourced Contact Centre Partner
- Ensure all SLA & KPI's are delivered.
- Drive Outlier Management at OSCC partner end
- Coach Internal & Partner QA teams.
- Drive Process Improvement basis customers feedback across the group stakeholders.
- Run Process/KPI/Business Improvement Projects
Roles & Responsibilities :
- Manage day-to-day Qualitative activities at Outsourced Partner & the organisation.
- Prepare KPI dashboards for all service channels.
- Deliver Superlative service & Customer response across channel (Chat/Social/Email/Call)
- Work closely with Training, CS Operations & Business Operations Teams for process implementation.