Quality Manager

Mumbai - India

Monthly Salary: Not Disclosed

Posted on: 18 hours ago

Vacancies: 1 Vacancy

Job Summary

Job Description:

Build Quality Frameworks: Define comprehensive audit standards and develop evaluation scorecards for both outbound and inbound tele-calling interactions.
Call Audits & Insights: Conduct structured regular audits of customer interactions to identify performance trends and provide actionable insights aimed at enhancing agent effectiveness.
Compliance Monitoring: Monitor and enforce adherence to established brand scripts regulatory guidelines and Standard Operating Procedures (SOPs) across all operational
Performance Analytics: Develop and maintain quality dashboards and trend reports that effectively highlight agent strengths key areas for improvement and critical compliance metrics.
Root Cause Analysis (RCA): Lead in-depth root cause analyses to pinpoint process or communication gaps contributing to performance drop-offs and recommend targeted corrective actions.
Calibration & Coaching: Facilitate weekly calibration sessions with Trainers Team Leads and Operations Managers to guarantee consistency in evaluation scoring and feedback delivery across the organization.
Cross-Functional Collaboration: Partner effectively with the Training Technology and Operations departments to embed essential QA checkpoints into daily operational workflows.
Continuous Improvement: Spearhead quarterly business reviews (QBRs) to benchmark quality scores analyze long-term trends and drive strategic initiatives for overall customer experience enhancement.

Job Description: Build Quality Frameworks: Define comprehensive audit standards and develop evaluation scorecards for both outbound and inbound tele-calling interactions. Call Audits & Insights: Conduct structured regular audits of customer interactions to identify performance trends and p...