Manager Quality/Sr. Manager Quality HCLTech

12.0 - 14.0 years

0 Lacs

chennai, tamil nadu, india

On-site

Hi, We are hiring for a Manager Quality/Sr. Manager Quality role. Please find the below Key tasks and responsibilities for the same: Job Description: Exp level - 12years+ Work Model - WFO Develop, implement, and maintain quality assurance (QA) policies, procedures, and standards. Monitor, evaluate, and report on agent-customer interactions using various performance metrics (e.g., CSAT, FCR, AHT, NPS, QA scoring). Design and execute QA audits; analyze trends and recommend improvements. Manage a QTL and QAs and drive their performance Deliver actionable feedback and coaching to agents and team leaders on quality and compliance. Partner with operations, training, and workforce management teams ...

Posted 3 weeks ago

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Quality Manager Contact Centre HCLTech

5.0 - 7.0 years

0 Lacs

chennai, tamil nadu, india

On-site

We are hiring for a Quality Manager Contact Centre role. Please find the below Key tasks and responsibilities for the same: The Call Center Quality Manager is responsible for overseeing and driving the quality program within our customer service center. This role requires a strong grasp of call center performance metrics, an ability to analyze quality data, and a passion for coaching and developing teams to deliver consistent, high-quality customer experiences. Key Responsibilities Develop, implement, and maintain quality assurance (QA) policies, procedures, and standards for all call center operations. Monitor, evaluate, and report on agent-customer interactions using various performance me...

Posted 2 months ago

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Call Quality Analyst Onecx Techservices

1.0 - 6.0 years

3 - 4 Lacs

Noida

Work from Office

Monitor and evaluate agent calls to ensure service quality, compliance, and customer satisfaction. Listen to calls for deep insights, identify gaps, provide feedback, and support performance improvement. Required Candidate profile Graduate with 1–6 years of QA experience in BPO, strong analytical and communication skills, familiar with QA tools and CRMs, and capable of giving clear feedback and working with operations teams.

Posted 5 months ago

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