Quality Manager

Key Responsibilities:

• Team Leadership and Management:

  Lead, mentor, and inspire a team of 9-10 quality analysts; conduct performance reviews, provide feedback, implement coaching strategies, and foster a culture of continuous improvement.

• Quality Assurance Processes:

  Manage sampling of voice and non-voice customer interactions for multi-brand operations; monitor interactions to enhance quality standards, refine products, and improve processes; develop and execute a comprehensive quality roadmap.

• Customer Sentiment Insight Generation:

  Implement frameworks for customer insight generation; leverage AI-driven quality management tools to analyze customer sentiment; spearhead initiatives to improve customer experience based on VOC data.

• Collaboration with Stakeholders:

  Engage with customer support agents for frontline insights; partner with support, training, business, and product teams to resolve pain points; collaborate with senior leadership to propose strategies for process and product improvements.

• Quality Management Tools:

  Implement and manage quality management systems to streamline workflows, reporting, and analysis; stay updated on advancements in quality management and AI tools.

• Process Improvements:

  Translate VOC feedback into actionable strategies; design and implement metrics to measure QA program effectiveness.

• Analytical Mindset:

  Interpret complex data to derive actionable insights; proficiency in Excel (pivot tables, VLOOKUP, data visualization) for analysis and reporting.