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Global Assure
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Assistant Manager - Quality

Assistant Manager - Quality

Global Assure

5 - 7 years

7 - 9 Lacs

Gurugram

Posted:1 day ago| Platform:

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Skills Required

Outbound Manager Quality Assurance Call center operations Analytical Quality Analyst Standard operating procedures Assistant Manager Quality Continuous improvement Service quality Reporting tools

Work Mode

Work from Office

Job Type

Full Time

Job Description

We are looking for a detail-oriented and analytical

Quality Analyst

to monitor, evaluate, and improve the performance of our call center operations. The ideal candidate will ensure that all customer interactions align with company standards, enhance service quality, and support continuous improvement initiatives.

Key Responsibilities:

Monitor and evaluate inbound and outbound calls using established quality assurance standards and tools.

Identify communication gaps between customers and advisors; provide actionable feedback for improvement.

Ensure adherence to quality assurance benchmarks and organizational standard operating procedures.

Participate in calibration sessions, employee communication initiatives, and help in developing training and communication tools.

Deliver constructive feedback on telephone etiquette, process compliance, and product knowledge.

Provide individual performance expectations, develop action plans, and support skill enhancement initiatives.

Manage and maintain quality dashboards and reports to ensure timely, accurate performance insights.

Desired Skills & Competencies:

Excellent communication and interpersonal skills.

Strong analytical mindset with attention to detail.

Proficient in MS Excel and reporting tools.

Ability to give clear, constructive feedback and coach team members.

Knowledge of quality monitoring tools and techniques.

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Global Assure

Consumer Services

Gurugram Haryana

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Assistant Manager - Quality