The Role ensures that the services provided by the department meet and exceed the defined quality and productivity standards while ensuring delivery on the service promise to the customer.
We require someone who is in the BPO (Business Process Outsourcing) spaceΒ
Develop quality assurance plans, sampling methodologies, audit types, monitoring procedures, feedback and coaching methodologies, corrective actions, and verification procedures in accordance with the Standard Operating Procedures (SOPs)
Monitor the team productivity and adherence to laid down standard operating procedures with emphasis on accuracy and on-time delivery.
Evaluate teamβs effectiveness and take corrective actions. Facilitate periodic calibration sessions with OCC leadership and other areas of operations to ensure consistency in the evaluation process
Dive deep into customer escalation and transfer processes to identify root causes and implement process improvements around reduction Prepare quality reports by collecting, analyzing and summarizing information and trends implementing corrective and preventive actions.
Liaise with training function to ensure looping back findings from quality audits, creation of relevant training content/ scripts and conducting a dip check on critical areas. Participate in New Hire Training batches to ensure orientation to quality standards and participate in the certification process.
Reduce business risk, improving the quality of call centre agentsβ engagements, and overall performance.
Focus on driving improvements in the customers' experience for both sales and service environments.
Highlight issues affecting the customer's experience due to behaviour, business, process and technology.
Highlight suspected fraud, risk or non-compliance cases when identified.
Capture feedback on Agents performance with reference to the quality of calls assessed against defined evaluation criteria.
Participate in meetings and presentations or other designated special projects assigned by management.
Accurate logging of data to guarantee accurate reporting.
Accurate logging of all call evaluations, breaches and alerts.
Administer relevant trackers.
Maintain knowledge and understanding of assigned client programβs products and processes through ongoing training and handling end-user transactions.
Identify trends as observed through monitoring efforts, communicate those to management, and participate in pro.
Desired Experience & Qualification
Required Qualifications
Required Work Experience
Minimum 3 to 5 yearsβ experience as a Quality Manager in Outbound Sales environment.
6 years experience working in the BPO (Business Process Outsourcing) space
USA Offshore experience
Airline or Online purchasing experience
Required skills and competencies
NegotiableΒ