14 Aug
|
Saaki Argus And Averil Consulting
|
Chennai
14 Aug
Saaki Argus And Averil Consulting
Chennai
Role Summary The Quality Manager ensures service excellence by monitoring performance, enforcing standards, and driving continuous improvement across all support channels.
Key Responsibilities
- Monitor ticket quality and procedural compliance.
- Track KPIs (FCR, MTTR, CSAT, reopen rates).
- Conduct call, chat, and ticket quality reviews.
- Identify trends, training gaps, and systemic issues.
- Drive service consistency and improvement initiatives.
- Partner with Knowledge Manager on content effectiveness.
Key Qualifications
- 610 years in IT service delivery or QA roles.
- Solid experience with KPI tracking and reporting.
- Experience performing QA reviews across support channels.
- Analytical and continuous improvement mindset.
📌 Quality Manager (Chennai)
🏢 Saaki Argus And Averil Consulting
📍 Chennai