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Job Description

Role :Quality Assistant Manager

Location Chennai - WFO

Shift : Day Shift Rotational

Notice : Immediate Joiners Only

CTC : 8.5 Lpa Max

Experience:

Over all experience, 5 to 7 years:

• 3 years in current role as AM Quality in a call center or backend environment (Inbound calls, Emails/Chats) on papers.
• Good Aptitude skills-reasoning, logical reasoning and problem solving

Technical Competencies: (Job related)

• Excellent communication and presentation skills
• Relevant knowledge on Quality Systems, Tools & 7 QC Tools. Should have exposure at least on any 4 QC tools :Check sheet. Fishbone diagram (cause and effect diagram, or Ishikawa diagram) Histogram. Pareto chart. Control chart. Scatter diagram. Stratification.
• Experience in managing audits from a risk compliance & control standpoint
• Must possess exposure to Defect Analysis, Continuous improvement, Root cause analysis, Calibration and Corrective / Preventive action plans
• Should be well versed with MS Office (Word, Excel, PowerPoint and Outlook)
• Should have excellent communication skills (written and spoken)
• Preferred six sigma knowledge (YB/GB trained/Certified) and understanding of basic QC tools
• Must have good analytical skills to conduct various analysis and RCA on a weekly/monthly basis

Soft Skills: (Job related)

• Be fluent in speech
• Excellent Team coaching and feedback skills.
• Multi-tasking ability is required.

Job description :

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

Mandatory:

• Fluency in English (Important Candidate need to be fluent in Tamil language written and verbal)
• Well versed with quality reporting and statistics (Usage of quality tools and techniques achieve business metrics)
• Able to use automated information systems and analyze
• Should have working knowledge with Computers & to be internet savvy
• Flexible to work in shifts

Employement Category: