9 - 13 years

3 - 15 Lacs

Posted:10 hours ago| Platform: Foundit logo

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Work Mode

On-site

Job Type

Full Time

Job Description

We are seeking an experienced BPO Quality Manager to oversee our quality assurance processes. The ideal candidate will have a strong background in managing quality in BPO operations, ensuring that our service meets the highest standards.

Responsibilities

  • Develop and implement quality assurance strategies and processes for BPO operations.
  • Monitor and evaluate agent performance through call monitoring and customer feedback.
  • Conduct regular audits of quality processes and recommend improvements.
  • Train and mentor team members on quality standards and best practices.
  • Collaborate with management to set quality goals and objectives for the team.
  • Analyze quality data and prepare reports for management review.
  • Identify areas for process improvement and drive initiatives to enhance service quality.

Skills and Qualifications

  • 9-13 years of experience in BPO quality management or related fields.
  • Strong understanding of quality assurance methodologies and best practices.
  • Proficient in using quality monitoring tools and data analysis software.
  • Excellent communication and interpersonal skills to interact with various stakeholders.
  • Ability to lead and motivate a team towards achieving quality objectives.
  • Detail-oriented with strong analytical and problem-solving skills.
  • Knowledge of customer service principles and practices.

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Selectica International Solutions logo
Selectica International Solutions

Technology, Software

San Francisco

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