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Require Quality AM from International BPO/Gurgaon

5.00 to 7.00 Years   Delhi   29 Jul, 2022
Sharda IT Services
Job LocationDelhi
EducationNot Mentioned
SalaryRs 6 - 9 Lakh/Yr
IndustryBPO / Call Center
Functional AreaQuality (QA-QC)
EmploymentTypeFull-time

Job Description

    Job description Quality AMRoles and ResponsibilitiesDevelop standardized production, quality, and customer-service standards. Should be from the international bpo background. Identify potential risks before they become a problem, focusing on root cause analysis and preventive action Perform internal and external quality audits and compile detailed reports of findings Build a strong team through coaching, mentoring, specific training and performance evaluations Lead the team of Quality deputy managers. Responsible for planning & implementing Quality programs & workshops to the front-line agents and operations leaders Responsible to meet the set quality thresholds for a campaign or line of business Identify training needs according to needs of process/Campaign/Line of business Recruit QAs to maintain the support ratio, backfill in case of attritionMake & ensure adherence to the Quality teams weekly & monthly schedulePrepare budget for Quality programs and workshopsObserve and track Monthly & Yearly progress for each team member measuring and discussing individual performance ScorecardResponsible for various aspects including Training Need Analysis, Functional, Process etc. Monitor and evaluate Quality programs effectiveness, success, and Return on Investment periodically and preparation of Weekly, Monthly & Quarterly reviewsMaintain a monthly Early Warning System tracker to flag any potential attrition and retain talent through regular discussions and involving HOD & HR if required.Work with operations team for continuous process improvement and support process enhancement trainingAttending all Internal & External calls (Calibration sessions, Quality calls, Reviews etc.)The package is up to 650000 LPA ctc 5 days working2 rotational offsQualificationsBachelors degree or equivalent experience in Engineering 5+ years relevant work experience Highly organized with excellent attention to detailInterested candidates can call/ Whatsapp MITA hidden_mobile of Sharda // Urgent requirement// References are most welcome

Keyskills :
quality am /international bpoquality am from international call center

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