Associate at Crescendo Global
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Senior Quality Manager - Call Center Management - EduTech Startup (12-15 yrs)
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
An incredibly fast-growing Edu-tech start up, backed by renowned venture capitalists.
- 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 & 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
- 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