Assistant Manager QA
1 month ago
· Lead initiatives and practice for meeting contractual SLAs pertaining quality audit targets
· Identify risks, deliver feedback and recommendations on audited interactions within the specified timelines
· Conduct team briefings on performance, Qualitative inputs, Process updates, top errors identified through monitoring, Q&A
· Lead calibration & transactions check sessions with cross function teams to ensure quality standards are maintained
· Produce and monitor variance and flux analysis for identifying improvement opportunities
· Perform regular checks to ensure specific abnormalities are highlighted to the internal team/s
· Ability to coach at an agent level & review performance on the end metrics – FCR, C-SAT, AHT
· Visual management - Team wise daily and MTD scores on Quality, CSAT, CCR to help in identifying gaps in the Process or Technology, and make recommendations to streamline and improve
· Partner effectively with training and supervising teams to update training materials and leading focus areas aimed at continuous Quality improvement
· Mentor and train junior team members
· Liaison with client(s) for proposing and adopting Quality improvement initiatives
Knowledge & Skills
· Fluent in English/German
· Excellent oral, written and interpersonal communication skills
· Ability to relate and resonate at ease with a multi-cultural, diverse team
· Strong coaching and giving feedback abilities
· A genuine desire to help others improve and succeed
· Min. 2 year experience in a similar role in a BPO / contact center environment
· Previous experience in airlines/travel industries is a significant advantage
· Exceptional listening and analytical skills
· Excellent command of MS Office
· Graduate in any discipline
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