Quality Assistant Manager - BPO

Conneqt

5 - 7 years

5 - 6 Lacs

thane

Posted:None| Platform:

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Skills Required

qc tools managing team call audit root cause analysis quality audit corrective action quality tools 7qc csat calibration

Work Mode

Work from Office

Job Type

Full Time

Job Description

Eligibility Criteria:

Education: Graduate in any field
Minimum of 5 years experience in transactional quality and 2 to 3 years in handling a team of QTLs /QAs.
Experience in a BPO is a must

Skills required:

Excellent English spoken and written communication skills. Must know Hindi also.
Knowledge of Excel, power point, MS word is a must
Good analytical, interpersonal, presentation and people management skills.

Job responsibility:

Aim towards achieving process KPIs/SLAs
Plan and set up new Quality structure for acquisitions/ramp up
Design/review quality audit sheet for voice and non-voice processes.
Periodic calibrations, ATA, BQ management, process improvement, review and design SOPs etc.
Coach and motivate team of QTLs & QAs.
Track daily, weekly and monthly activities of team members located in remote locations.
Responsible for timely and accurate reports to be shared with the stake holders.
Drive CSAT and NPS. Analyse the data and share inputs for DSAT and detractors.
Ensuring service targets are met consistently through the predefined productivity norms
Knowledge of 7 QC tools
Excellent knowledge of management methods and techniques
Experience in providing customer service support
Six Sigma trained/certified will be an added advantage.

Immediate joiner or less notice period

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