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Senior Quality Assurance Manager

Senior Quality Assurance Manager

2 years

0 Lacs

mumbai maharashtra india

Posted:3 days ago| Platform:

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Skills Required

evaluation analyze chat compliance service report metrics drive management sigma leadership powerpoint

Work Mode

On-site

Job Type

Full Time

Job Description

We're hiring || Senior Manager Quality || Mumbai

Job Specifications:

Develop and implement QA Frameworks, SOP's and evaluation processes
Analyze call/chat/email evaluations, identify trends, and suggest improvements
Ensure Compliance with client specific KPI's and service level agreements
Report Key Quality Metrics - NPS, FCR, QA Scores
Drive RCA for quality deviations and develop corrective action plans
Client & Stakeholder Management (3rd Party Client Management)
Experience with Six Sigma, COPC or Lead Methodologies
Minimum - Green Belt Certified
In a leadership/managerial role for at least 2 years
Strong Knowledge of QA Tools, call center metrics
Proficient in PowerPoint and QA Software
Supports Innovation & Continuous Improvement

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Senior Quality Assurance Manager