Experience3 – 5 years in above domains, Contact Center QualityBPM service industry experienceOverall, 5 - 8 years’ experienceCore TQ experience with acumen to value add in QA roleExp in Transformation sphere is preferable

Skills and Experience Required

Domain knowledge

– Exposure to multiple Industry desiredSoft skills

– Analytical thinking, Effective coaching and feedback skillsAnalytical Skills

– Ability to deliver meaningful insights from Quality data and convert them into actionable outcomes using Quality tools / technologyTeam Management

– Managed a team of QAs in previous roleQA skills

– Exp in managing Call monitoring, Transaction sampling, RCA and Calibration activities internally and with clientsQA Automation

– Exp in leading some QA automation / Transformation projectsRoles & Responsibilities

Transformation





– Be involved in identification / scoping of automation opportunities within Quality domain and converting them into projects with tangible benefitsQuality Reviews

– Should be reviewing the work of QAs and be able to drive quality initiatives in accordance with business / client requirementsRoot Cause Analysis

– Investigate recurring issues, perform detailed RCA and identify – process, system and training gapsCoordinate

and work closely with Delivery teams for ensuring Quality SLAs / Metrics are achieved and improved as per client mandatesGood analytical skills

to drive meaningful conversations using insights from dataQA / Agent coaching / Training

- Robust Communication skills with experience in providing targeted coaching on risk behaviors and adherenceWorking knowledge of DMAIC concepts is desirable – GB Trained

📌 Deputy Manager (Mumbai)
🏢 HCLTech
📍 Mumbai