Job Description

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• Manages a team of 15 to 20 QA Analysts o To manage transaction quality profile for a customer service process for our domestic client o Participates in design of call monitoring formats and quality standards o Defines Quality Framework, CTQs and implementation of Quality Control Plan o To conduct audits as per defined guideline and sampling for transaction monitoring o To ensure 100% closure of feedbacks o To create and publish regular audit reports with management and clients (daily, weekly, monthly) o To identify gaps and conduct feedback and refresher sessions with agents to improve Quality of calls o To drive process improvement initiatives o To drive calibration sessions with internal or external customers o To conduct training for group of agents, when needed o To conduct quality induction for new hire batch o Leads quality monitoring and analysis team and provide trend data to site management team on a regular basis o Gives subordinate opportunities to develop their own expertise and delegates effectively to ensure shared responsibility for work output

Skills Required