Quality Assurance Manager

As a Quality Assurance Manager at our company in Chhatarpur, Delhi, you will play a crucial role in ensuring that our customer service team meets and exceeds quality standards. Your attention to detail and analytical skills will be essential in monitoring and evaluating inbound and outbound interactions. Here are the key responsibilities you will undertake: - Monitor and evaluate inbound and outbound interactions to maintain quality standards. - Assess call quality based on predefined criteria including communication skills, problem-solving abilities, adherence to scripts, and customer satisfaction. - Provide constructive feedback and recommendations to enhance the performance of customer service representatives. - Identify trends, training needs, and areas for improvement based on interaction analysis. - Prepare and present detailed reports on call quality metrics and performance trends. - Collaborate with training and development teams to design and deliver targeted training programs. - Ensure compliance with company policies, procedures, and regulatory requirements. - Participate in calibration sessions to ensure consistency and fairness in call evaluations. - Stay updated on industry best practices and emerging trends in call quality assurance. Qualifications needed for this role include: - Bachelor's degree. - Previous experience in call quality analysis, customer service, or a call center environment. - Excellent listening and analytical skills. - Strong verbal and written communication skills. - Proficiency in using call monitoring and quality assurance tools. - Ability to provide constructive feedback and conduct training sessions. - Attention to detail and a commitment to maintaining high standards of quality. - Ability to work independently and as part of a team. - Strong organizational and time management skills. Preferred qualifications include experience with Six Sigma or other process improvement methodologies and certification in Lean Six Sigma.,