Manager - Quality Job in Maxicus
Job Summary
- Mentor & Coach entire quality dept. at branch to meet the client & business expectations
- Execute On-call Quality guidelines for assigned contact center branch
- Own & drive process improvement initiatives across all processes at the site
- Up skill and cross skill QA team
- Generate Business Intelligence from audits and data to derive actionable insights
- Suggest innovations to meet call-quality parameters for team / process / branch
- Sharing mandates received from client / HOD, ensure implementation of the same
- Actively Participate in dept. daily meetings, client meetings and discuss the innovation & way forwards to bring the WOW factor in customer on call experience
- Inter department communication
- Participate in hiring process for quality department at branch
Desired Candidate Profile:
- Client Management Skill
- Team Handling skills
- Excellent Analytical & Presentation Skill
- Exposure and understanding of [Industry] Quality Parameters
- Record and experience working in/with an Omnichannel [Customer Experience/Sales] Contact center in a Call Quality AM/DM/Manager role for minimum 2 year
Experience Required :
6 to 8 Years
Vacancy :
2 - 4 Hires
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