Designation: - Quality Manager
Shift: 6 Days working
Job Location: Malad
Budget - As per Company standards
Immediate joiners preferred
Experience in BPO Industry
ON PAPER AM OR MANAGER
Role/ Responsibility:
• Develop, control and direct the daily execution of quality processes, monitoring and supporting the campaign, guided by the work methodology established with clients in order to ensure compliance with quality metrics.
• Establish feedback sessions and work with teams in order to obtain a high-risk approximation on the analysis provided, ensuring, in turn, that what is related to expectations is granted, and making both the recommendations and the measures tangible. .
• Monitor quality control metrics by reviewing the implemented activities and their effectiveness within the operation in order to anticipate problems within the processes and take corrective measures.
• Analyze reports, look for improvement opportunities, perform root cause and other analysis, propose activities to promote improvement, control implementations, and monitor again.
• Review together with the Manager and Coordinators, the BEST and TOPS requirements along with the quality metrics defined for the process in order to contribute to continuous improvement plans and ensure the implementation of BEST in quality analysis. Collaborate with Managers and Coordinators, through internal meetings, regarding the requirements of BEST and TOPS.
• Perform and review monthly staff evaluations, relative quality competencies in order to contribute to improvement plans within the processes.
• Propose, develop and execute RPA or tangible innovation initiatives and process automation in order to guarantee support for the company's contractual requirements regarding quality issues of the operation
• Use trends to identify training needs and developing action plans
• Participate in calibration sessions with Client/Operations
• Maintain current understanding of program strategies
• Support management focus o