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Manager Quality Assurance

8.00 to 13.00 Years   Pune   21 Feb, 2020
Convergys India Services Private limited
Job LocationPune
EducationNot Mentioned
SalaryNot Disclosed
IndustryBPO / Call Center
Functional AreaQuality (QA-QC)
EmploymentTypeFull-time

Job Description

Dear Candidate,Greetings for the day!We are hiring forManager Quality AssuranceRoles and Responsibilities:

  • The Mgr Transactional Service Quality supports Transaction Monitoring for clients with multiple programs or lines of businesses which can be across multiple sites/geos. Supervise all Transaction Monitoring Evaluators who support their assigned portfolio. This individual is responsible for the accuracy of evaluations, analysis and overall performance of Transaction Monitoring Evaluators, as well as the skill level and development of the employees in their teams
  • Supervision of work group, including work assignment and attendance monitoring; providing input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organizations policies and applicable legal requirements
  • Maintain accurate metrics of direct reports individual performance as well as overall team level performance
  • Manage resources across the assigned portfolio (personnel schedules, varying account needs)
  • Evaluate levels of process and staff effectiveness and works with Business stakeholders to create and collaborate on execution of improvement action plans
  • Develop strong working relationships with key Business stakeholders, internal and external
  • Oversee audits of key support processes within each account and recommends changes
Required Candidate profile
  • 8 plus years of overall experience and at least 3 years experience in transactional quality for international voice process
  • Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates
  • Demonstrated ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment
  • Demonstrated ability to mentor, coach and provide direction to a team of employees
  • Demonstrated ability to take initiative and ownership with focus on continuous improvement
  • Demonstrated ability to foster customer service disposition and sense of professionalism for self and team
  • Solid understanding of the organizations business operations and industry. Demonstrated business acumen
RegardsTeam HR

Keyskills :
performance appraisal management assurance quality anager

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