Quality Manager

3 - 6 years

3 - 6 Lacs

Posted:14 hours ago| Platform: Naukri logo

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Work Mode

Work from Office

Job Type

Full Time

Job Description

Role & responsibilities

1. Build Quality Frameworks:

  • Define audit standards and evaluation scorecards for outbound & inbound tele-calling.

2. Call Audits & Insights:

  • Conduct structured audits of customer interactions and provide actionable insights to enhance agent performance.

3. Performance Analytics:

  • Develop quality dashboards and trend reports highlighting agent strengths,

improvement areas, and compliance metrics.

4. Calibration & Coaching:

  • Conduct weekly calibration sessions with Trainers, Team Leads, and Operations Managers to ensure consistency in scoring and feedback delivery.

5. Compliance & SOP Adherence:

  • Monitor adherence to brand scripts and process guidelines across all teams.

6. Root Cause Analysis:

  • Identify process or communication gaps leading to performance drop-offs and recommend corrective actions.

7. Cross-Functional Collaboration:

  • Partner with Training, Tech, and Operations to embed QA checkpoints in daily workflows.

8. Continuous Improvement:

  • Lead quarterly reviews to benchmark quality scores and drive long-term customer experience improvements.

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