Quality Manager

Should possess prior experience in Utilities industry, Quality management of both voice and chat process is MUST

Responsibilities:

• Quality Assurance Policy Development:

Develop, implement, and maintain quality assurance policies and procedures to ensure all BPO services meet or exceed client quality standards.

• Process Improvement:

Identify areas for improvement in processes and procedures to enhance quality and efficiency.

• Data Analysis and Reporting:

Collect, analyse, and interpret data related to quality performance, identifying trends and areas for improvement.

• Training and Development:

Conduct training sessions on quality control methods and techniques for QA team

• Compliance:

Ensure compliance with regulatory requirements, industry standards, and company policies through quality assurance programs.

• Audits and Investigations:

Conduct internal audits and investigations to identify and address quality issues.

• Stakeholder Communication:

Communicate with internal and external stakeholders to ensure alignment on quality expectations and performance.

• Customer Feedback:

Solicit and analyse customer feedback to assess quality performance and identify areas for improvement.

• Problem Solving:

Identify and resolve quality issues in a timely and effective manner.

• Continuous Improvement:

Implement and monitor continuous improvement initiatives to enhance quality and efficiency.

• Budget Management:

Input and hold responsibility for quality budgets, ensuring compliance with legal standards.

Skills:

• Strong analytical and problem-solving skills:

  The ability to analyze data, identify trends, and develop solutions to quality issues.

• Excellent communication and interpersonal skills:

  The ability to effectively communicate with stakeholders at all levels.

• Knowledge of quality management systems and methodologies:

  Familiarity with quality standards, Six Sigma, etc.

• Leadership and management skills:

  The ability to lead and motivate teams to achieve quality goals.

• Attention to detail:

  The ability to identify and address even minor quality issues.

• Proficiency in relevant software and tools:

  Familiarity with data analysis software, quality management software, etc.

• Understanding of BPO processes and industry standards:

  Knowledge of the specific processes and standards relevant to the BPO industry.