BPO Assistant manager Quality

Name: Jobpe
Address: T-Hub, Plot No 1/C, Sy No 83/1, Raidurgam panmaktha, Knowledge City Rd, Hyderabad, Telangana, 500081, IN
Telephone: +91-83339-09630
Price range: Free

Selectica International Solutions

6 - 10 years

3 - 15 Lacs

delhi delhi india

Posted:11 hours ago| Platform: Foundit logo

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Skills Required

process improvement customer service team leadership performance metrics training development

Work Mode

On-site

Job Type

Full Time

Job Description

The BPO Assistant Manager Quality will be responsible for overseeing the quality assurance processes within the BPO team, ensuring that service levels are met and exceeded. This role requires a strong focus on continuous improvement and the ability to effectively manage a team.

Responsibilities

Monitor and evaluate call quality and customer interactions to ensure compliance with company standards.
Develop and implement quality assurance processes and methodologies to improve customer service.
Provide feedback and coaching to team members to enhance performance and quality.
Conduct regular quality audits and prepare reports to identify trends and areas for improvement.
Collaborate with management to develop training programs based on quality assessment results.
Assist in the recruitment and onboarding of new quality assurance staff.

Skills and Qualifications

Bachelor's degree in Business Administration, Management, or a related field.
6-10 years of experience in quality assurance within a BPO environment.
Strong analytical skills with the ability to interpret data and reports.
Excellent communication and interpersonal skills for effective feedback and coaching.
Proficient in quality management tools and software.
Knowledge of ISO standards and quality assurance methodologies.

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BPO Assistant manager Quality