Manage and monitor operational activities related to successfully completing quality work (e.g., work plans/schedules, call monitoring, case files, productivity tracking and other quality reviews).
Regularly conduct audits and participate in regular structured interventions. Ensure the team managed is calibrated on the requisite benchmark.
Execute periodic projects having a direct linkage to improvement in productivity, increased throughput, and reduction in costs, improving quality and net promoter score.
Develop and implement appropriate training related to quality policies, procedures and processes and other quality initiatives for various audiences (e.g., Quality CoE, Operations Leaders, Operations teams, etc.)
Serve as the subject matter expert for quality management systems including the call monitoring and document management systems.
Lead best practice sharing and learning sessions related to quality with quality analysts and quality subject matter experts.
Host and conduct internal/external calibration calls with various audiences (e.g. Quality Analysts, Operations leaders).
Actively measure, monitor, trend and report quality metrics to identify potential quality concerns.
Prepare quality related reports on a designated frequency for operations team, CoE leadership, quality committee as required.
Participate in stakeholder meetings to represent the quality function for the site managed.
Experience as Call Centre agent handling customer and also experience in Call audits
Keeping oneself updated with latest product/process by monthly self-call taking activity
Preferred Skills
Good listening skills
Maintains a high level of professionalism
Skilled in conflict management
Ability to confidently facilitate team discussion on quality/COPC parameters
Experience in coaching and leading employees
Understanding and practical experience in effective coaching techniques
Ability to continually support employees through individual development plans
Time management, organizational talent and presentation skills
Ability to deal with constant change positively and maintain high motivation
Drives team engagement and actions through internal survey results and insights
Help associates understand the performance bar and supports them to reach it
Good listening and conversation skills
Ability to confidently facilitate team discussion on quality/Weekly/ Monthly meets on parameters
