BriefCase
BriefCase

Assistant Manager Quality Job in Hexaware Technologies Ltd

Assistant Manager Quality

Hexaware Technologies Ltd 4+ weeks ago
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Job Summary
  • 1. The incumbent would lead the Quality team and the primary responsibility will be to monitor the work allocation, attend client calls and SMR, prepare different reports, work closely with Ops to ensure that the process is functioning smoothly.
  • 2. Manages a team of 15 to 20 Quality Analysts
  • 3. To manage transaction quality profile for a customer service voice and email process
  • 4. Participates in design of call & email monitoring formats and quality standards
  • 5. Defines Quality Framework, CTQs and implementation of Quality Control Plan
  • 6. To conduct audits as per defined guideline and sampling for transaction monitoring
  • 7. To ensure 100% closure of feedbacks
  • 8. To create and publish regular audit reports with management and clients (daily, weekly, monthly)
  • 9. To identify gaps and conduct feedback and refresher sessions with agents to improve Quality of calls & emails
  • 10. To drive process improvement initiatives
  • 11. To drive calibration sessions with internal or external customers
  • 12. To conduct training for group of agents, when needed
  • 13. To conduct quality induction for new hire batch
  • 14. Leads quality monitoring and analysis team and provide trend data to site management team on a regular basis
  • 15. Gives subordinate opportunities to develop their own expertise and delegates effectively to ensure shared responsibility for work output
  • 16. Maintain overview of daily records, MOMs and Action items
  • 17. Organize touch-base meetings with Operations Leadership and discuss on AOIs and major concerns
Experience Required :

Fresher

Vacancy :

2 - 4 Hires

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