We'r Hiring For Top MNC - QA

Navayuga Consultancy

3 - 8 years

8 - 9 Lacs

navi mumbai mumbai (all areas)

Posted:21 hours ago| Platform:

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Skills Required

assistant manager quality call monitoring quality analysis inbound process quality audit voice process qa customer support quality monitoring call quality six sigma call audit assistant manager

Work Mode

Work from Office

Job Type

Full Time

Job Description

Role & responsibilities

Min 1.6 years exp on Assistant manager in QA, should be aware of 7 QC tools
Handle a team of 15-20 QA + 2 to 3 QTL
Should have done a project of Lean Six Sigma
3+ years in a quality role within a BPO or customer support environment
Minimum 1 year in a team lead or assistant manager capacity (preferred in voice process)
Supervise and manage the Quality Analysts team.
Monitor and evaluate customer interactions (calls, chats, emails if applicable) to ensure service quality.
Identify gaps in agent performance and coordinate with operations for targeted interventions.
Conduct regular calibration sessions with stakeholders to align quality standards.
Design and implement quality improvement plans based on data insights.
Track quality metrics (CSAT, AHT, FCR, etc.) and prepare reports for management.
Provide feedback and coaching to frontline agents and quality analysts
Support new hire and refresher training programs with quality insights.
Ensure compliance with internal processes, client guidelines, and regulatory standards.
Participate in client calls and reviews related to quality performance.
Maintain documentation related to quality processes and performance.

vaishnavi.navayuga@gmail.com

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