Job title: Quality Manager
Gratitude IncJob title: Quality Manager
Job Description
Key Skills
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Job Description :
Monitors and evaluates the quality of inbound and/or outbound telephone calls
and other customer contact methods (e.g., email, chat) for accuracy and
adherence to quality standards.
Documents on quality issues and performance measures for management
review.
Provides information to assist in the feedback and formal education process of
individuals on the phone.
Experienced Specialist in one specialized discipline as well as having a thorough
understanding of related disciplines.
Will most often be a driving force behind the development of new solutions for
programs, complex projects, processes or activities.
Serves as final decision/opinion maker in the area, coaches, mentors and trains
others in the area of expertise.
Ensures the implementation of short to medium term activities within the business area
OR support sub-function in the context of the strategy for the department. Ensures
appropriate policies, processes & standards are developed and implemented to support
short to medium term tactical direction. Leads a team of Specialists, sometimes with
several hierarchical levels, with full employee lifecycle responsibility.
Non-Negotiable Requirements:
At least 6 months to 1 year Manager-level experience (Quality Manager or equivalent)
Prioritize candidates with background in handling Travel Accounts.
Must have Quality Assurance (QA) experience (call monitoring, coaching, scorecards, audits, feedback)
With experience at IGT and WNS is a priority.
BPO experience is a must
Role
Quality Manager
Timings
Night Shift (Permanent)
Industry
BPO
Work Mode
Work from office
Process
Semi-Voice
Functional Area
ITES / BPO / Customer Service
Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.
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- What are the most important skills you acquired as a Soft Skills/VNA trainer?
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