Assistant manager Quality Contact center

Key Deliverables:

• Lead and manage Quality Evaluators and Team Leaders for high-quality performance
• Drive client and stakeholder communication for continuous process improvements
• Oversee transaction monitoring and ensure adherence to quality standards
• Analyze agent performance, implementing corrective actions for performance gaps

Role Responsibilities:

• Manage a team ensuring quality standards in transactional processes
• Utilize Six Sigma methodologies for system and performance improvement
• Track trends and identify opportunities for enhancing process quality