Operational Excellence Lead
5 days ago
As a Quality Assurance Manager, you will play a critical role in ensuring the highest standards of quality in our hiring processes.
Key Responsibilities include:
- Monitoring the number of cases/calls and tracking performance.
- Reviewing calls/completed cases for adherence to internal/regulatory guidelines.
- Providing feedback on Agents and their areas of improvement.
- Implementing necessary changes to the process and updating core processes.
- Attending calibration sessions both internally and with clients.
- Collaborating with supervisors to share quality performance issues and providing regular reports on overall performance and trends.
Requirements:
- Understanding of Quality methodologies like Six Sigma, Lean, Kaizen, etc.
- Excellent Communication & feedback/coaching skills.
- Customer Focus: ability to deal with all levels of employees/management and build strong relationships.
- Functional/Technical Skills: strong quantitative, analytical, and technical aptitude skills.
- Drive for Results: ability to work under pressure, meet deadlines, and be accountable.
What We Offer:
- Competitive salary and benefits package.
- Opportunities for professional growth and development.
- Collaborative and dynamic work environment.
Join our team and make a difference in the world of quality assurance
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