Quality Manager - Telecom/Insurance - BPO

Quality Manager-Telecom/Insurance

Employer : Leading BPO

Location : Mumbai ( Goregaon)

Vertical : Insurance / Telecom

Roles and Responsibilities

1. Experience in managing various domains in contact centre/back office like Insurance / Telecom

2. Excellence in Quality assurance, risk & compliance, quality standards deployment, solution identification & design

3. Achieving/Driving key SLAs to improve quality across Business Vertical

4. Developing procedures & service standards for business excellence.

5. Increasing accuracy, productivity, sales, profitability, and people management.

6. Monitoring and reporting of risks to Business and organization

7. Developing Process Parameters, Quality Evaluation & Grading System and Testing Techniques for call evaluation and managing documentation of the same

8. Setting Quality Standards for various operational areas; implementing quality systems & procedures to facilitate a high-quality working experience, while adhering to the SLA

9. Candidate should have prior experience in Sales and should be fine with travel.

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Contact - saket@phenomplacement.com

Saket