Manager - Quality Assurance

Job Description

Identify check points where the Financial Concierge Specialists (FC s) communicate with the clients Design a metrics to evaluate the above Financial Concierge Specialist (FC s) touch points using call quality parameters and standards Identify areas for improvement for FC s quality checks Design feedback mechanism to share constructive feedback with FC s and monitor improvements Deep dive into the problems and conduct root analysis cause to identify possible solutions Program, manage and drive continuous improvement and process adherence KRP for the quality check of the FC s dedicatedly Build and populate key management dashboards to monitor quality check results to enable data-driven decision-making using business intelligence tools Collaborative and result oriented Structured approach of thinking and execution Proven experience in quality control, quality assurance or a related role Strong understanding of quality evaluation systems, tools and techniques