Quality Manager
TP · Not specified · onsite · Posted 56d ago
Undisclosed8–13 yrsfulltimeSourced from
About a minute. You'll make an account on the way through.
About this role
Roles and Responsibility
Job Requirements
- Develop and implement comprehensive quality plans to ensure high standards of service delivery.
- Conduct regular audits and assessments to identify areas for improvement and provide coaching and feedback to team members to enhance their skills and performance.
- Collaborate with cross-functional teams to resolve customer complaints and concerns promptly and professionally.
- Analyze data and metrics to measure the effectiveness of quality initiatives and make recommendations for process improvements.
- Provide training and development programs to team members on quality procedures and best practices.
Job Requirements
- Proven experience in quality management, preferably in a BPO or call center setting.
- Strong knowledge of quality frameworks and methodologies, including ISO 9001:2015.
- Excellent communication and interpersonal skills, with the ability to work effectively with diverse stakeholders.
- Ability to analyze complex data sets and develop actionable insights to drive business decisions.
- Strong problem-solving and decision-making skills, with the ability to think critically and creatively.
- Experience with quality management tools and software, such as Call Audit and Call Monitoring systems.
Sourced from naukri
Skills
Call AuditCall MonitoringCustomer ExperienceQuality Proceduresservice deliveryPrISO 9001auditsCall CenterCustomer ComplaintsbpoTraining And Developmentquality managementCommunication And Interpersonal Skills