Commitment to our people is our real strength and the key to success.
Job title: Assistant Manager T&Q; (English/ Hindi / Bengali Speaking)
Working Location: Kolkata
Main Responsibilities :
- Provide coaching and feedback to new and existing staff, utilizing proven improvement methodologies.
- Maintain a comprehensive understanding of the program and compliance requirements for all assigned programs.
- Conducted end-to-end governance and reported findings on the client-specific QA Scorecard, clearly explaining conclusions.
- Generate weekly and monthly summary reports detailing monitoring activity for each program and communicate these to Client Services.
- Ensure each agent per program is monitored at least once monthly, following quality assurance personnel checklists.
- Participate in weekly calibration calls for each assigned program.
- Deliver Quality Assurance reviews and feedback to team members, facilitating their professional growth and development.
- Collaborate effectively with peers and other personnel to positively impact joint activities, projects, or events.
- Act as a site-level leader as needed, liaising with client training organizations and providing onsite presence when necessary.
- Work collaboratively with other support teams within the client and Gear Inc.
to ensure strong product knowledge among the project.
- Demonstrate a commitment to attentiveness, persistence, and flexibility while safeguarding the integrity and purpose of our organization.
- Manage multiple processes and ensure timely delivery, demonstrating an understanding of staffing, process efficiencies, and goal achievement in the contact center workplace.
- Maintain robust risk and compliance practices to ensure adherence to regulatory requirements.
Job Requirement :
- Proven experience in BPO domains.
- Strong coaching and feedback skills, with a track record of implementing improvement methodologies.
- Excellent communication and interpersonal skills, with the ability to interact effectively with team members and stakeholders.
- Ability to adapt to changing company and client requirements, demonstrating flexibility and resilience.
- Demonstrate leadership capabilities, with experience managing multiple processes and ensuring timely delivery.
- Sound understanding of staffing, process efficiencies, and goal achievement in a contact center environment.
- Strong commitment to risk and compliance practices, ensuring adherence to regulatory requirements.