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Assistant Manager – Quality

India · Amritsar

Responsibilities:

  • Participate in designing call formats, and supervising quality standards.
  • Provide insights to the team of agents.
  • Use a quality supervising data management system for managing performances at the team and individual levels.
  • Watch (for changes, unusual instances, etc.) emails of customer contacts.
  • Provide data to the different internal support groups as and when needed.
  • Coordinate and help call sessions for the agents and support staff.
  • Provide feedback and regular quality updates to the team leaders and managers.
  • Prepare and carefully study internal and external quality reports and manage the staff reviews.

Industry preferred- BPO

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