Assistant Manager - Quality

Job Title:

• Excellent analytical, communication, and interpersonal skill
• Strong leadership and team management skills

Technical Skills:

• Strong knowledge of travel industry standards, regulations, and best practices.
• Proficiency in quality monitoring tools and software.
• Ability to work in a fast-paced environment and manage multiple priorities.
• Proficient in MS Office Suite (Word, Excel, PowerPoint)
• Attention to detail and a commitment to quality.
• Problem-solving and critical-thinking abilities.

Preferred Qualification:

• Bachelors degree.
• Minimum of 4-5 years of experience in a quality assurance role within a BPO environment, preferably in the travel domain.

Preferred Technical Skills:

• Certification in Quality Assurance (e.g., Six Sigma, COPC) is a plus.

B. Position Summary:

• Oversee the quality monitoring process for customer interactions (calls, emails, chats) and transaction processing.
• Conduct regular audits and evaluations to ensure compliance with quality standards and guidelines.
• Identify areas of improvement and provide actionable feedback to agents and supervisors.

Data Analysis and Reporting:

• Analyze quality scores, trends, and patterns to identify root causes of quality issues.
• Prepare and present detailed reports on quality performance to management.
• Develop and track key performance indicators (KPIs) related to transaction quality

Training and Development:

• Collaborate with the training team to design and deliver quality training programs for agents.
• Conduct refresher training sessions based on audit findings and quality gaps.
• Mentor and coach agents to enhance their performance and adherence to quality standards

Process Improvement:

• Work with cross-functional teams to identify and implement process improvements.
• Participate in the development and revision of quality assurance policies and procedures.
• Ensure that all processes align with industry standards and client requirements

Client and Stakeholder Management:

• Act as the point of contact for quality-related queries from clients and stakeholders.
• Participate in client calls and meetings to discuss quality performance and improvement plans.
• Ensure client satisfaction by maintaining high-quality standards in service delivery

Compliance and Documentation:

• Ensure adherence to regulatory and compliance requirements specific to the travel domain.
• Maintain comprehensive documentation of quality assurance activities and findings.
• Assist in internal and external quality audits.

Coforge BPS Solutions Pvt Ltd Coforge is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, or gender identity, or any other basis as protected by applicable law