Associate Manager-Customer Experience

• Prepare weekly Sampling Plan and share with the CE team.
• Ensure that all types of transactions are monitored.
• Ensure that all the three types of audits are done as recommended by COPC - Live Recorded and Side-by-Side.
• Ensure Sampling Adherence is met MIPs are implemented if required.
• Track if the QAs are providing appropriate feedback basis the audits to improve consultants ability to perform better.
• Keep checking the QAs accuracy by doing ATA and Calibration.
• Be a consultant and advisor to the QAs to clarify on parameters during need.
• Conduct frequent QA reviews and provide inputs to QA on the areas to be focused.
• Analyse monitoring data to identify program level issues and opportunities.
• Communicate the insights and analysis regularly to different teams like Service Delivery Training etc.
• Drive quality awareness programs and performance improvement projects.
• Work in a collaborative manner with stakeholders various touch points with stakeholders to discuss performance partner with program to deliver excellent service to our customers.
• Team Player - Ensure employee satisfaction.
• Build a positive working atmosphere within the team and engage the team members with employee engagement models.
• Build competencies within the team so they can pick up additional responsibilities/move to the next level.
• Look at ways to reduce waste and increase efficiency Use process mapping techniques quality tools to increase utilization performance.

Qualifications :

• At least 2-3 years of Quality Supervisor experience. 
• Minimum of 3-5 years of experience in quality assurance preferably in a call center or customer service environment
• Proficiency in MS Office applications and quality management software
• Strong analytical and problem-solving skills with the ability to interpret complex data and identify trends
• Excellent verbal and written communication skills with the ability to provide constructive feedback and coach team members
• In-depth knowledge of call center operations performance metrics and quality standards
• Experience in developing and implementing process improvements
• Understanding of regulatory compliance requirements in customer service
• Demonstrated leadership skills and ability to work collaboratively in a team environment
• Ability to multitask and work efficiently in a fast-paced dynamic environment
• Strong attention to detail and commitment to maintaining high-quality standards
• Certifications such as Six Sigma or those focused on quality management are highly advantageous
• Experience with data analysis tools and reporting software is a plus

Remote Work :

No

Employment Type :

Full-time