Experience

- 3 – 5 years in above domains, Contact Center Quality
- BPM service industry experience
- Overall, 5 - 8 years experience
- Core TQ experience with acumen to value add in QA role
- Exp in Transformation sphere is preferable

Skills and Experience Required

- Domain knowledge – Exposure to multiple Industry desired
- Soft skills – Analytical thinking, Effective coaching and feedback skills
- Analytical Skills – Ability to deliver meaningful insights from Quality data and convert them into actionable outcomes using Quality tools / technology
- Team Management – Managed a team of QAs in previous role
- QA skills – Exp in managing Call monitoring, Transaction sampling, RCA and Calibration activities internally and with clients
- QA Automation – Exp in leading some QA automation / Transformation projects

Roles & Responsibilities





- Transformation – Be involved in identification / scoping of automation opportunities within Quality domain and converting them into projects with tangible benefits
- Quality Reviews – Should be reviewing the work of QAs and be able to drive quality initiatives in accordance with business / client requirements
- Root Cause Analysis – Investigate recurring issues, perform detailed RCA and identify – process, system and training gaps
- Coordinate and work closely with Delivery teams for ensuring Quality SLAs / Metrics are achieved and improved as per client mandates
- Positive analytical skills to drive meaningful conversations using insights from data
- QA / Agent coaching / Training - Strong Communication skills with experience in providing targeted coaching on risk behaviors and adherence
- Working knowledge of DMAIC concepts is desirable – GB Trained

📌 Deputy Manager (Gurugram)
🏢 HCL TechBee
📍 Gurugram