About this role
Quality Manager (Band C)
• At least 3 years Quality Manager experience from his most recent role (QA role should not older than 2021) • Domain: heavy in Contact Center, Insurance background • Experience in managing multiple campaigns with at least 5 supervisory role direct reports • Expert in analytics for Transactional Quality, CSAT and NPS
Essential Functions
• Responsible for designing new processes for QC functioning to meet client specific requirements; facilitate migrations to seamlessly set up quality compliance • Leads significant process improvement projects • Train / mentor personnel from other functions on quality tools and concepts and mentor AMs / GBs • Responsible for ensuring ongoing compliance to quality standards based on internal as well as client requirements • Responsible for working closely with clients and operations team to carry out process improvement activities and facilitate best practice sharing and driving standardization • Perform ongoing reviews to ensure compliance to QSD to all certification and internal / client requirementsy and efficiency.
Quality Manager (Band C)
• At least 3 years Quality Manager experience from his most recent role (QA role should not older than 2021) • Domain: heavy in Contact Center, Insurance background • Experience in managing multiple campaigns with at least 5 supervisory role direct reports • Expert in analytics for Transactional Quality, CSAT and NPS