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Description
Job Summary: The Assistant Manager of Quality plays a critical role in ensuring that operations within the business team meet or exceed established quality standards and client expectations. They are responsible for leading quality assurance initiatives, conducting audits, providing feedback, and implementing strategies to improve performance and customer satisfaction. Key Responsibilities: 1. Quality Assurance Leadership: Lead and supervise a team of Quality Analysts responsible for monitoring and evaluating operational performance. Develop and implement quality assurance policies, procedures, and best practices to ensure consistent service delivery. Provide guidance, support, and coaching to Quality Analysts to help them effectively carry out their responsibilities. 2. Performance Monitoring and Evaluation: Conduct regular audits and evaluations of operational processes and procedures to assess compliance with quality standards and client requirements. Analyze performance metrics and trends to identify areas for improvement and opportunities to enhance quality and efficiency. Collaborate with operations teams to address performance gaps and implement corrective actions as needed. 3. Training and Development: Develop and deliver training programs to educate team members on quality standards, processes, and tools. Provide ongoing coaching and feedback to help team members improve their performance and adherence to quality standards. Stay updated on industry trends and best practices in quality assurance and incorporate relevant knowledge into training programs. 4. Stakeholder Relationship Management: Collaborate with client-facing teams to understand business requirements and expectations regarding service quality. Serve as a point of contact for internal business inquiries, escalations, and feedback related to quality assurance. Work with the business team to address quality-related issues and implement solutions to enhance satisfaction and retention. 5. Continuous Improvement: Drive continuous improvement initiatives to enhance quality, efficiency, and customer satisfaction. Identify opportunities for process optimization, automation, and innovation to improve quality assurance processes and outcomes. Monitor the effectiveness of improvement initiatives and adjust strategies as needed to achieve desired results. Qualifications: Bachelor's degree in Business Administration, Quality Management, or related field (preferred). Previous experience in a quality assurance role within a BPO or similar industry. Strong leadership, communication, and interpersonal skills. Excellent analytical and problem-solving abilities. Proficiency in quality assurance tools, methodologies, and techniques. Knowledge of BPO industry standards, regulations, and best practices. Additional Requirements: Willingness to work flexible hours, including weekends and holidays, as required. Ability to thrive in a fast-paced and dynamic environment. Strong commitment to teamwork, collaboration, and continuous improvement. Ability to prioritize tasks and manage time effectively to meet deadlines.Role & responsibilities Preferred candidate profile
