Assistant manager | Quality | Bhayander

• Roles and responsibilities:
• To manage transaction quality profile for an email process for our domestic insurance client
• To conduct audits as per defined guideline and sampling for transaction monitoring
• To ensure 100% closure of feedbacks
• To identify gaps and conduct feedback and refresher sessions with agents to improve sales and quality of calls
• To drive process improvement initiatives
• To drive calibration sessions with internal or external customers
• To conduct training for group of agents, when needed
• To conduct quality induction for new hire batch
• Technical skills:
• Should be well versed with MS Office (Word, Excel, PowerPoint and Outlook)
• Should have excellent communication skills (written and spoken)
• Preferred to have six sigma knowledge and understanding of basic QC tools
• Must have good analytical skills
• Management skills:
• Good Team handling skills
• People Management
• Good communication skills