Manager - Quality

Quality Manager (Band C)

• At least 3 years Quality Manager experience from his most recent role (QA role should not older than 2021)
• Domain: heavy in Contact Center, Insurance background
• Experience in managing multiple campaigns with at least 5 supervisory role direct reports
• Expert in analytics for Transactional Quality, CSAT and NPS

Essential Functions

• Responsible for designing new processes for QC functioning to meet client specific requirements; facilitate migrations to seamlessly set up quality compliance
• Leads significant process improvement projects
• Train / mentor personnel from other functions on quality tools and concepts and mentor AMs / GBs
• Responsible for ensuring ongoing compliance to quality standards based on internal as well as client requirements
• Responsible for working closely with clients and operations team to carry out process improvement activities and facilitate best practice sharing and driving standardization
• Perform ongoing reviews to ensure compliance to QSD to all certification and internal / client requirementsy and efficiency.

Quality Manager (Band C)

• At least 3 years Quality Manager experience from his most recent role (QA role should not older than 2021)
• Domain: heavy in Contact Center, Insurance background
• Experience in managing multiple campaigns with at least 5 supervisory role direct reports
• Expert in analytics for Transactional Quality, CSAT and NPS