Assistant Manager

Role & responsibilities

Quality Function -

•Develop and implement a unified strategy integrating quality with training, process migration, develop plans to meet the training and development needs of the organization through internal and external training.

Develop organizational assessment methods and measurement systems to ensure quality benchmarks are met. Participates in design of call monitoring formats and quality standards. Performs call monitoring and provides trend data to site management team.

•Create a structured review mechanism for effective departmental reviews per the audit calendar and report progress.

•Establish and implement necessary communication strategy for improvement and awareness of quality issues across all departments.

•Provide leadership for the quality department, driving continuous improvement of the overall program resulting in improved funnel, quality, and accuracy of customer interactions by identifying trends and trouble spots, capturing the voice of the customer, and recommending appropriate actions based on data

•Manage the functions and work towards enhancement of the function and team members.

•Recruit, mentor and develop team members and nurture an environment where they can excel through encouragement and empowerment.

•Understanding process needs and requirements to develop & maintain effective quality control processes

•Plan, direct or coordinate new quality assurance programs and formulate quality control policies improving efficiency

•Drive Process improvements

•Tackle problems in creative and logical ways and brainstorm solutions.

Create effective working relationships with key stakeholders by logical process enhancement suggestions along with data-driven. Must be self-motivator and self-starter. Focus on quality and customer service.  Exceptional listening and analytical skills. Solid time management skills.  Must be able to effectively deal with people at all levels inside and outside of the Company.

•Responsible for process/product compliance and internal risk. Required to Formulate compliance and non-compliance processes as per policies and requirements. Uses quality monitoring data management system to compile and track performance at team and individual level. Performs monitors of customer care email responses.

Preferred candidate profile

Looking for a competent candidate with good experience in Quality domain and minimum 1-2 years of experience as AM along with excellent English, Hindi & Telugu communication skills.