Quality Assurance Manager

Job Title - Quality Assurance Manager

Job Location - Chhatarpur, Delhi

Work Days - 6 Days

We are seeking a meticulous and detail-oriented Quality Assurance Manager to join our customer Service team. The Quality Analyst will be responsible for monitoring and assessing the quality of customer service interactions to ensure our standards of excellence are maintained. The ideal candidate will have a keen ear for detail, strong analytical skills, and a passion for continuous improvement.

Key Responsibilities:

• Monitor and evaluate inbound and outbound interactions for quality assurance

purposes.

• Assess call quality based on pre-defined criteria, including communication skills,

problem-solving abilities, adherence to scripts, and customer satisfaction.

• Provide constructive feedback and recommendations to customer service

representatives to enhance performance.

• 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.

• Maintain up-to-date knowledge of industry best practices and emerging trends in call quality assurance.

Qualifications:

• 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:

• Experience with Six Sigma or other process improvement methodologies.

• Certification Lean Six Sigma.