Job Profile:

Senior Manager – Quality





Job Description:

  • Mentor & Coach entire quality dept. at branch to meet the client & business expectations
  • Execute On-call Quality guidelines for assigned contact center branch
  • Own & drive process improvement initiatives across all processes at the site
  • Up skill and cross skill QA team
  • Generate Business Intelligence from audits and data to derive actionable insights
  • Suggest innovations to meet call-quality parameters for team / process / branch
  • Sharing mandates received from client / HOD, ensure implementation of the same
  • Actively Participate in dept. daily meetings, client meetings and discuss the innovation & way forwards to bring the WOW factor in customer on call experience
  • Inter department communication
  • Participate in hiring process for quality department at branch

Desired Candidate Profile:

  • Client Management Skill
  • Team Handling skills
  • Excellent Analytical & Presentation Skill
  • Exposure and understanding of [Industry] Quality Parameters
  • Record and experience working in/with an Omnichannel [Customer Experience/Sales] Contact center in a Call Quality AM/DM/Manager role for minimum 2 year


6 - 8 Years

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