Job Description

Managing the Quality performance for Various processes assisting the team. Conducting Quality Induction for New Hires Managing performance /Call audits/Daily feedback Floor Audits- One- one feedback sessions Conducting Good call listening sessions Roll out initiatives on Quality performers / Best/ Top Quality scorer Publish reports on Weekly/Monthly Quality performance Creating Quality Dashboards - Monthly Identify Training needs share it with the Training team - Monthly Daily call listening sessions PIP Audits Sharing regular feedback with Operations teams Modify/Revamp Quality monitoring sheet Coordinate with respective TLs / MGR regarding associate performance on quality Identify the training requirements of associates and suggest the same to the Training team Ensure that Core standards defined within the process are strictly followed Create reports on Weekly/Monthly Training Quality Management Responsible for targeting 100% excellence quality rating with all clients and RMC Monitoring the quality of services rendered through quality calls Conduct training for new hires and refreshers training for existing employees in the areas of customer service, new processes, systems etc. Identify and design process training needs, design curriculum including assessment methods and individual learning measurements Support the implementation / leverage of best practices across to ensure process improvements throughout IOS Be an operations process owner and implement Lead efforts to implement process control and management measures such as Process mapping, designing, documentation, metrics, monitoring systems and process ownership.

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