Assistant Quality Manager

Roles and Responsibilities

• Conduct quality audits, analysis, monitoring, and tools to ensure adherence to quality standards.
  
• Perform call calibration, feedback sessions, KPI tracking, AHT management, CSAT calculation, and KRA/KPI reporting.
  
• Identify areas for improvement through quality tools such as 7QC and implement corrective actions.
  
• Collaborate with team members to maintain high-quality service delivery.
  

Desired Candidate Profile

• 4-9 years of experience in BPO industry with expertise in Quality Management.
  
• Bachelor's degree (B.Tech/B.E.) in Any Specialization.
  
• Strong understanding of Quality Management principles and practices.
  
• Proficiency in using various Quality Tools like Call Audit, Call Calibration, Call Monitoring etc.