Manager - Quality Job in Maxicus

• 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