Assistant Manager Quality - Voice process

Process : BPO (Contact Center) - Assistant Manager Quality - Voice process - Domestic Process

Location : Mihan, Nagpur, Maharashtra, India

Relocation cases are accepted with all the relocation benefits.

Mandatory: Graduate

Experience :

• years in current role as AM Quality in a call center (Inbound calls, Emails/Chats)
• Aptitude skills-reasoning, logical reasoning and problem solving

Technical Competencies: (Job related)

• communication and presentation skills
• knowledge on Quality Systems, Tools & Quality Framework
• in managing audits from a risk compliance & control standpoint
• possess exposure to Defect Analysis, Continuous improvement, Root cause analysis, Calibration and Corrective / Preventive action plans
• be well versed with MS Office (Word, Excel, PowerPoint and Outlook)
• have excellent communication skills (written and spoken)
• six sigma knowledge (YB/GB trained/Certified) and understanding of basic QC tools
• have good analytical skills to conduct various analysis and RCA on a weekly/monthly basis

Soft Skills: (Job related)

• fluent in speech
• Team coaching and feedback skills.
• ability is required.

Job description :

• a team of 15 to 20 QA Analysts
• manage transaction quality profile for a customer service process for our domestic client
• in design of call monitoring formats and quality standards
• Quality Framework, CTQs and implementation of Quality Control Plan
• conduct audits as per defined guideline and sampling for transaction monitoring
• ensure 100% closure of feedbacks
• create and publish regular audit reports with management and clients (daily, weekly, monthly)
• identify gaps and conduct feedback and refresher sessions with agents to improve Quality of calls
• drive process improvement initiatives
• drive calibration sessions with internal or external customers
• conduct training for group of agents, when needed
• conduct quality induction for new hire batch
• quality monitoring and analysis team and provide trend data to site management team on a regular basis
• subordinate opportunities to develop their own expertise and delegates effectively to ensure shared responsibility for work output
• overview of daily records, MOMs and Action items
• touch-base meetings with Operations Leadership and discuss on AOIs and major concerns
• to use automated information systems and analyze
• corrective / improvement solutions to the QA’s on periodic basis to help them improve their accuracy scores
• in close tandem with Ops Asst. Mgrs. on the process for an excellent team and process performance.
• performance evaluations and documenting contact-handling procedures.
• TNAs basis the audit done and coordinate with the training team to ensure the TNA is executed.
• feedback to the QA’s basis their performance
• domain knowledge & track external & internal escalations

Mandatory:

• Fluency in English
• Well versed with quality reporting and statistics (Usage of quality tools and techniques achieve business metrics)
• Able to use automated information systems and analyze
• Should have working knowledge with Computers & to be internet savvy
• Flexible to work in shifts

Interested candidates can send their CV's on SiddharthS12@hexaware.com with Subject line : Assistant Manager Quality or send your CV on 9653193939.