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18/07 Tenzin Thinlay
Associate at Crescendo Global

Views:327 Applications:120 Rec. Actions:Recruiter Actions:66

Senior Quality Manager - Call Center Management - EduTech Startup (12-15 yrs)

Mumbai Job Code: 834727

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 & 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

Women-friendly workplace:

Maternity and Paternity Benefits

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