Assistant Manager Quality

As an Assistant Manager Quality in the Contact Centre at our Pune location, you will play a pivotal role in shaping and enhancing our quality assurance processes to ensure a seamless customer experience. With your 10+ years of experience in Quality Assurance within a Contact Centre environment, you will lead the charge in driving continuous improvement and fostering a culture of excellence. Here's what you can expect in this role: **Key Responsibilities:** - **Quality Management:** Lead the refinement of the quality assurance framework for all customer interactions, including voice, email, chat, and digital channels. - **Monitoring & Audits:** Conduct thorough analysis of Operations team interactions, ensuring timely and effective call audits, evaluations, and reporting. - **Process Improvement:** Identify trends and systemic issues from audit results to drive process enhancements in collaboration with operations, training, and compliance teams. - **Feedback Mechanisms:** Establish constructive feedback loops with agents and team leaders and provide targeted coaching based on audit findings. - **Client & Stakeholder Management:** Interface with clients to present quality insights, develop improvement plans, and ensure alignment with SLAs and KPIs. - **Reporting & Analytics:** Deliver regular dashboards, trend analyses, and quality performance metrics to leadership teams for informed decision-making. - **Compliance & Standards:** Ensure adherence to organizational and regulatory quality standards such as ISO, COPC, etc. - **Team Development:** Coach and mentor team members, fostering a culture of continuous learning and improvement. **Key Requirements:** - Minimum 10 years of Quality Assurance experience in a Contact Centre/BPO/KPO setup. - At least 5 years in a team lead or assistant manager capacity. - Strong knowledge of quality tools and methodologies like Six Sigma, COPC, and Root Cause Analysis. - Proficiency in QA tools and reporting systems such as NICE, Verint, Calabrio, Tableau, Excel, and Power BI. - Excellent communication, interpersonal, and stakeholder management skills. - Analytical mindset with attention to detail and proactive problem-solving approach. - Experience working in high-volume, multi-channel contact centre environments with diverse teams. In this role, a graduate/postgraduate degree in any discipline is preferred, and certifications in Quality such as Six Sigma Green/Black Belt or COPC are highly desirable. Exposure to global service delivery or offshore client management would be an added advantage. We look forward to welcoming a dynamic and experienced professional like you to our team, where your expertise will drive our quality assurance initiatives to new heights.,