Job Description

Job Description Key responsibilities of the Assistant Manager Quality: Provide coaching and feedback to new and existing staff, utilizing proven improvement methodologies. Maintain a comprehensive understanding of the program and compliance requirements for all assigned programs. Conducted end-to-end governance and reported findings on the client-specific QA Score Card, clearly explaining conclusions. Generate weekly and monthly summary reports detailing monitoring activity for each program and communicate these to Client Services. Ensure each agent per program is monitored at least once monthly, following quality assurance personnel checklists. Participate in weekly calibration calls for each assigned program. Deliver Quality Assurance reviews and feedback to team members, facilitating their professional growth and development. Collaborate effectively with peers and other personnel to positively impact joint activities, projects, or events. Act as a site-level leader as needed, liaising with client training organizations and providing onsite presence when necessary. Work collaboratively with other support teams within the client, to ensure strong product knowledge among all Ecommerce projects. Demonstrate a commitment to attentiveness, persistence, and flexibility while safeguarding the integrity and purpose of our organization. Manage multiple processes and ensure timely delivery, demonstrating an understanding of staffing, process efficiencies, and goal achievement in the contact center environment. Maintain robust risk and compliance practices to ensure adherence to regulatory requirements. Job Requirements Necessary qualities and attributes of the assistant manager Quality Proven experience in Ecommerce domains. Strong coaching and feedback skills, with a track record of implementing improvement methodologies. Excellent communication and interpersonal skills, with the ability to interact effectively with team members and stakeholders. Ability to adapt to changing company and client requirements, demonstrating flexibility and resilience. Demonstrate leadership capabilities, with experience managing multiple processes and ensuring timely delivery. Sound understanding of staffing, process efficiencies, and goal achievement in a contact center environment. Strong commitment to risk and compliance practices, ensuring adherence to regulatory requirements. Excellent communication skills in English & Hindi