2.0 - 6.0 years

0 Lacs

indore, madhya pradesh

On-site

As a Senior Manager Quality in Indore, your role will involve developing and implementing QA Frameworks, SOP's, and evaluation processes. You will be responsible for analyzing call/chat/email evaluations, identifying trends, and suggesting improvements. Ensuring compliance with client-specific KPI's and service level agreements will be a key aspect of your responsibilities. You will also be expected to report on key quality metrics such as NPS, FCR, and QA Scores. Key Responsibilities: - Drive RCA for quality deviations and develop corrective action plans - Manage client and stakeholder relationships, including 3rd party clients - Utilize experience with Six Sigma, COPC, or Lead Methodologie...

Posted 3 weeks ago

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Senior Quality Assurance Manager TP

2.0 - 4.0 years

0 Lacs

mumbai, maharashtra, india

On-site

We're hiring || Senior Manager Quality || Mumbai Job Specifications: Develop and implement QA Frameworks, SOP's and evaluation processes Analyze call/chat/email evaluations, identify trends, and suggest improvements Ensure Compliance with client specific KPI's and service level agreements Report Key Quality Metrics - NPS, FCR, QA Scores Drive RCA for quality deviations and develop corrective action plans Client & Stakeholder Management (3rd Party Client Management) Experience with Six Sigma, COPC or Lead Methodologies Minimum - Green Belt Certified In a leadership/managerial role for at least 2 years Strong Knowledge of QA Tools, call center metrics Proficient in PowerPoint and QA Software S...

Posted 1 month ago

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