Key Responsibilities:· Meeting & exceeding defined KPIs· GB or YB Trained/certified candidate will be preferred· Should be able to create a strong governance model to ensure compliance on QA KRAs· Using smart logic in sampling for audit planning & ensure complete audit coverage· Support peers & focus on QA metrics and operational processes that drive KPI results· Highlight bottom quartile performers & QA outlier management· Coordinate with training and Operations to identify systemic quality-improvementopportunities· Capable to meet ADHOC Client end requirements within specified timeline· Ensure participation in all internal & client call as required· Lead & participate in calibration sessions with Quality/Operations & Client· Team management & staff planning· Coach analyst based on evaluation trends· Conduct performance reviews and team meetings· Report results of evaluations to all stakeholders on weekly & monthly basis· Analysis on contact driver and highlight different level trends· Use trends to identify training needs and developing action plans & tracking daily feedbackclosure· Prepare Weekly, Monthly & Quarterly reviews· Assures effective process and policy mechanisms are in place· Weekly QA Spot-check Reporting· To oversee risk management activities across the Program· Initiate metric improvement activities/projects· Should have ability to interpret the data and come up RCA’s and action plan to ensureconsistency in performance· Develop Improvement plan in liaison with other department(s) & monitor efficacy onweekly and monthly basis· Work on Customer Experience analysis and identify causal factors which are impacting CXand share recommendations Key Skills:· Ability to motivate and inspire new & existing Teammates.· Skills for planning, assigning work & grievance handling· Must have a strong eye for detail and a thorough understanding of client expectations· Must display positive energy, service-oriented attitude towards all teammates.· Solid managerial, or

📌 Assistant Quality Assurance Manager (Jaipur)
🏢 Anonymous
📍 Jaipur