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About the job
Job description – Quality Manager:
Site Stakeholder for the following metrics
TBASS
Health of Compliance
Quality Excellence
Sales Quality
Site Compliance Officer
Stakeholders point person.
Process improvements.
Training Flashes
Ensures analysts meet standards for monitoring in an objective fashion all customer contact points.
Responsible for reporting all behavior that does not conform to the quality standards set by account management and Joint Venture client.
Works with Operations, Training and client as consultant as well as regulator of quality issues.
People Management
Handles and resolves resistance of the team to change as it involves conflicting views and opinions.
Conducts training meetings. Expands training knowledge through seminars and keeping abreast of current training issues.
Works with Training Manager and Operations Managers to provide trend reports to address any issues that need refresher training or that may be newly discovered.
Works with QA Team Leaders to resolve grievances.
Develops and trains team members through coaching, providing work advise and motivation.
Process Improvement
Recommends corrective services within client limits to adjust customer complaints.
Provides continuous improvement of processes and systems.
Technical
Designs and implements reports to establish patterns and trends of quality issues as they may arise.
Able to provide quantifiable data to all quality judgments that are made.
- Should have worked in chat process in banking project.
Rotational Shift.
Must have experience in BPO Industry
Contact Person: Neetu- 8328939301
Email Id: neet.kour@teamhgs.com
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