Job opportunity in Mumbai for a professional holding 12-15 years of experience with 3+ years- experience in managing quality assurance or customer experience in BPO/call centers. You will use your expertise to optimize QA staff for maximum efficiency. If this sounds exciting, apply with us! LOCATION: Mumbai (Working remotely for the time being due to Covid) WORKDAYS: 6 Working days YOUR EMPLOYER: An incredibly fast-growing Edu-tech start up, backed by renowned venture capitalists. RESPONSIBILITIES: - Defining audit strategies to ensure maximum improvement in quality performance on Customer Satisfaction - Optimizing QA staff for maximum efficiency (productivity and accuracy)- define KRA for Quality Auditors and Call Centers - Supporting management focus on review of key drivers, metrics and operational processes that drive KPI results - Creating the Audit plan and Quality strategy and ensure adherence by call centers - Monitoring feedback efficacy on weekly and monthly basis - Audit Reporting Preparing daily dashboards on WTD and MTD quality performance - Analyzing reason of errors and concentrations of errors for improvement - Conducting sessions, a calibrating business, training &amp; QA teams - Conducting Weekly hygiene checks on KPI outlier (operators) like AHT, CSAT and FCR to improve performance - Recommending KPI changes as and when required to business to improve performance REQUIREMENTS: - Total 12-15 years of experience and 3+ years in managing quality assurance for call centers/ BPO - Experienced in leading teams and managing vendors/partners - Must have Quality Audit/Quality Assurance experience in any domain - Immediate joiners or candidates with max 1 month notice period are preferred WHAT IS IN STORE FOR YOU? - Work in a fast-paced start up environment - Learn various new skills outside of your domains

Mumbai

Senior Quality Manager - Call Center Management - EduTech Startup 

Senior Quality Manager - Call Center Management - EduTech Startup  ,Job Description for Senior Quality Manager - Call Center Management - EduTech Startup  in Crescendo Global in  Mumbai for (12-15) years of experience. Apply Now!

Job Description for Senior Quality Manager - Call Center Management - EduTech Startup  in Crescendo Global in  Mumbai for (12-15) years of experience. Apply Now!