The Hird
Location
Hyderabad | India
Job description
Job description Quality Manager: (Candidate who has handled Chat projects only) Site Stakeholder for the following metrics TBASS Health of Compliance Quality Excellence Sales Quality Site Compliance Officer Stakeholder point person Process improvements Training Flashes Ensures analysts meet standards for monitoring in an objective fashion all customer contact points. Responsible for reporting all behavior that does not conform to the quality standards set by account management and Joint Venture client. Works with Operations, Training and client as consultant as well as regulator of quality issues. People Management Handles and resolves resistance of the team to change as it involves conflicting views and opinions. Conducts training meetings. Expands training knowledge through seminars and keeping abreast of current training issues. Works with Training Manager and Operations Managers to provide trend reports to address any issues that need refresher training or that may be newly discovered. Works with QA Team Leaders to resolve grievances. Develops and trains team members through coaching, providing work advise and motivation. Process Improvement Recommends corrective services within client limits to adjust customer complaints. Provides continuous improvement of processes and systems. Technical Designs and implements reports to establish patterns and trends of quality issues as they may arise. Able to provide quantifiable data to all quality judgments that are made. Should have worked in chat process in banking project.
Role: Quality Manager / Supervisor Industry Type: BPO / Call Centre Department: Quality Assurance Employment Type: Full Time, Permanent Role Category: Business Process Quality Education UG: Any Graduate Key Skills Skills highlighted with ‘‘ are preferred keyskills Quality Audit Quality Tools Quality ControlJob tags
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