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| Job Location | Mumbai City |
| Education | Not Mentioned |
| Salary | Rs 36 - 46 Lakh/Yr |
| Industry | E-Learning |
| Functional Area | Quality (QA-QC) |
| EmploymentType | Full-time |
Key Responsibilities- Overall responsibility for Quality activities across the business - Manage Qualitative customer service & implementing short/long term plans; managing teams with a focus on excelling business targets & service delivery metrics. - Mapping Business requirements: assisting in developing, implementing, and transitioning, customizing Processes in line with the guidelines specified by the business. - Preparing Standard Operating Procedures, Manuals to facilitate smooth functioning of the process, ensuring conformance to Service Level Agreements. - Monitoring the overall functioning of processes, identifying improvement areas, and implementing adequate measures to maximize the customer satisfaction level - Steering accomplishments of set quality standards in SLAs; conducting regular quality checks & audits Compiling, reviewing & monitoring daily / weekly performance of TSR/CSR call quality - Working on quality improvement projects for achieving continual improvements in service levels - Design quality transactions for both manual and recorded methods to assess its framework. Ensure quality thresholds are met or improved for both internal and external transactions - Monitor and manage all security incidents, breaches, and investigations and take remedial actions to prevent recurrence wherever possible - Responsible for identifying, evaluating, and onboarding quality management business partners Internal / External as per the portfolios policies/values and a service philosophy - Creating and developing a positive working environment to enhance productivity through personal impact by way of team meetings, 1:1s, etc - Analyzing the process gap between client & company & filling the gaps as required - Create and implement best practice quality vision, strategy, policies, processes, and procedures to aid and improve business performance - Evaluate the challenges faced by the business and take action to mitigate risks and develop opportunities - Management and enhancement of quality assessment tools and evaluations - Set up metrics to monitor various operational metrics, technical accuracy, customer service performance, and conformity to company policies and procedures. - Develop a Quality assurance scorecard that will provide a bird-eye view of all processes. - Manage a team of quality analysts who will be directly responsible for reviewing the quality. - Make recommendations for enhancements to training materials/processes/systems as needed to enhance the overall experience and achieve operational excellence. - Guide the team, using a quality monitoring data management system to compile and track performance at team and individual level. - Keep track and implement the changes in policies within operational processesMust-Have SkillsGraduate/Post Graduate degree7-12 Years of experience in Quality assurance.Experience in developing and implementing a quality assurance framework
Keyskills :
service deliverystandard operating proceduresmanagement systemcustomer servicequality assurancequality monitoringquality managementquality standardstsrassessment toolsservice levelmapping businesscsr