Manager-Partner Operations-Operations
2 days ago
Job Description: Key Responsibilities:
Quality Assurance & Monitoring
- Develop and implement quality assurance policies, procedures, and standards.
- Monitor and evaluate inbound/outbound calls, emails, chats, and other customer interactions.
- Ensure compliance with client-specific and internal quality benchmarks.
Conduct regular audits and provide actionable feedback to agents and team leaders.
Team Management
- Lead, mentor, and manage a team of Quality Analysts.
- Conduct regular cadence with internal stakeholders and clients .
Set performance goals and conduct performance reviews for QA team.
Reporting & Analysis
- Analyze quality data and trends to identify areas of improvement.
- Prepare and present quality reports to senior management and clients.
Track and report on key quality metrics such as CSAT, FCR, AHT, and QA scores.
Process Improvement
- Identify process gaps and recommend improvements to enhance service delivery.
- Collaborate with training and operations to address performance gaps.
Drive initiatives for continuous improvement and best practices.
Client Interaction
- Act as a point of contact for client quality discussions and audits.
Ensure client expectations are met or exceeded in terms of quality standards.
Qualifications:
- Bachelor's degree in any discipline (preferred: Business, Management, or related field).
- A minimum of 10+ years of experience in Quality Assurance within a BPO environment.
At least 2 years in a managerial or supervisory role
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