Associate Manager - Quality

Job Description

Position Overview: A Quality Assurance Manager is responsible for overseeing the quality assurance processes within an organization, ensuring that services meet established standards and customer expectations. This role involves leading a team of quality assurance analysts, developing and implementing QA strategies, and collaborating with other departments to maintain high-quality standards across the organization. Role & responsibilities: Manage and mentor a team of QA analysts, providing guidance and support to ensure their growth and effectiveness. Review and evaluate customer support calls, emails, and chat interactions to ensure adherence to company policies, procedures, and quality standards. Generate detailed reports on QA findings, highlighting trends, patterns, and areas requiring attention. Auditing customer support calls, chats and emails, auditing providers charts, etc. Develop, implement, and maintain QA processes, policies, and procedures to ensure that services meet quality standards. Assess the quality of customer service provided by the support team, identifying strengths and areas for improvement. Stay up-to-date with industry best practices and emerging trends in customer support and quality assurance. Participate in cross-functional meetings and projects to drive initiatives that improve customer support quality and efficiency. Qualification: A candidate must have a Graduation degree. At least 5 years of international voice experience including at least 2 years of experience in international voice calling quality assurance. At least 1 years of experience as a Associate Manager Quality. Extensive experience in quality assurance, with a proven track record of leading and managing QA teams. Strong organizational skills, with the ability to manage multiple tasks and priorities effectively. Strong analytical and problem-solving abilities, with a keen eye for detail. Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint). Benefits: Competitive salary (including EPF and PS) Health insurance Five days work-week Opportunities for career growth and professional development Additional benefits like cab-drop is available