Assistant Manager - Quality (17435)

• Responsible for ensuring smooth set up and functioning of quality compliance at a customer service level to meet business requirements, this involves designing QA policies & procedures and driving standardization across all customer touch points
• Responsible for developing process improvement strategy, planning and execution of projects; managing process improvement programs by working closely with team and agents
• Develops measures to improvement performance across campaigns including SLAs in line with the SOP s
• Must have very good knowledge of call Centre functioning and Call Centre metrics( Call , Chat, WhatsApp, email, Social media)
• Knowledge of all QC tools and QMS
• To identify process gaps and process redundancies highlight it to the Dept Head
• Must drive process improvement initiatives
• Must have good analytical skills to conduct various analysis and RCA on weekly/monthly basis
• Should have good command on MS office (Excel and PPT)
• Monitor, drive, and execute tasks as per SOP to ensure successful outcomes with Scope, Time, and Cost
• Should have excellent communication skills (written and spoken).
• Must be fluent in English & Hindi
• Certified Trained six sigma green belt - Added advantage

Skills :