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IntouchCX
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Quality Assurance Manager

Quality Assurance Manager

IntouchCX

3 - 5 years

7 - 11 Lacs

hyderabad

Posted:17 hours ago| Platform:

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Skills Required

quality assurance compliance customer service quality control quality management coaching emotional intelligence analytical skills

Work Mode

Work from Office

Job Type

Full Time

Job Description

About the Job

We are seeking a Quality Assurance Manager to deliver extraordinary results for our clients. Working closely with multiple departments, this role is responsible for identifying areas of opportunity, developing solution plans, coaching team members and ensuring key metrics are achieved. Were looking for a leader who has the vision, experience and passion to contribute to our culture and success of our clients.

As Quality Assurance Manager, You Will

Lead conversations, both written and verbal, with clients and team members of all levels
Ensure assigned Key Performance Indicators are achieved (Ex. Call Handle Time, Email Response Time, Quality and Customer Satisfaction Indices)
Identify trends and challenges, and develop plans to correct problem areas
Work closely with the Training team to ensure new-hires and tenured team members are receiving effective training
Ensure compliance operating processes and procedures, including all required security measures
Utilize essential soft skills to deliver guidance to team members of every level
Flex as needed to our fast-paced, fun, and exciting work environment that changes quickly to meet the needs of the business

As Quality Assurance Manager, You Have

3-5 years of experience in a leadership role, preferably in the customer service industry
Bachelor Degree or other post-secondary degree in a relatable field
Excellent verbal & written communication skills and strong emotional intelligence
Leadership, decision-making and analytical skills
Ability to evaluate and synthesize data
Excellent attention to detail
Strong aptitude for process thinking
Strong knowledge of Word, Excel & Powerpoint
Some travel may be required.

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Quality Assurance Manager