Job Description

: Job description Manages a team of 15 to 20 QA Analysts oTo manage transaction quality profile for a customer service process for our domestic client oParticipates in design of call monitoring formats and quality standards oDefines Quality Framework, CTQs and implementation of Quality Control Plan oTo conduct audits as per defined guideline and sampling for transaction monitoring oTo ensure 100% closure of feedback oTo create and publish regular audit reports with management and clients (daily, weekly, monthly) oTo identify gaps and conduct feedback and refresher sessions with agents to improve Quality of calls oTo drive process improvement initiatives oTo drive calibration sessions with internal or external customers oTo conduct training for group of agents, when needed oTo conduct quality induction for new hire batch oLeads quality monitoring and analysis team and provide trend data to site management team on a regular basis oGives subordinate opportunities to develop their own expertise and delegates effectively to ensure shared responsibility for work output oMaintain overview of daily records, MOMs and Action items oOrganize touch-base meetings with Operations Leadership and discuss on AOIs and major concerns oAble to use automated information systems and analyze oProvide corrective / improvement solutions to the QA's on periodic basis to help them improve their accuracy scores oWorking in close tandem with Ops Asst. Mgrs. on the process for an excellent team and process performance. oPrepare performance evaluations and documenting contact-handling procedures. oPrepare TNAs basis the audit done and coordinate with the training team to ensure the TNA is executed. oOne-on-one feedback to the QA's basis their performance oProvide domain knowledge & track external & internal escalations

Skills Required