Quality Manager | BPO Voice

Title

Manager - Quality (Contact Center - BPO Voice)

Location
Bangalore

Key Responsibilities
• Responsible for the development and delivery of the Quality framework for Contact Center and Operations team to measure and manage quality consistently across the entire teams in the Organization
• Responsible for smooth and efficient day-to-day operations within their team
• The two objectives of this role are to drive qualitative performance effectiveness and User Experience of the Operations & Contact Center Team

Job Duties

Analyst

Facilitating and leading calibration sessions
• Design and deploy Process Improvement framework for the engagement (s) by gathering requirements from stakeholders
• Drive Top down opportunity identification workshops and bottom up ideation initiatives for creation of high impact pipeline of process improvement opportunities
• Responsible for the consistent documentation of SOP across all processes in the Operations
• Mentor Process Improvement projects (YB, GB, BB) to enable the operations resources to implement the improvement through structured approach
• Conduct toll gates review of the improvement projects
• Facilitate meetings with various stakeholders for tollgate reviews and appropriate sign offs

People
• Managing Team Performance

Effective monitoring of Quality analysts and providing instantaneous feedback on coaching skills and reducing variance scores

Complete administrative functions such as maintaining attendance, addressing disciplinary issues etc

Scheduling team roster and monitoring plan

Ensure team is clear on quality and service performance expectations, and are striving to exceed these expectations
• Keep team motivated to perform on deliverables and help them deal rejections

Assist/support team members with personal development planning

Where required, support the management in conducting process related checks/audits

Identify ways to improve skill issues that the team face, and action accordingly

Provide performance goals, provide support for achieving goals and enhancing skills

Ensure utilization and Control attrition

Organizational

Creating awareness by training and bringing visibility to quality initiatives in the engagement to drive and improve culture of quality

Creating process improvement case studies and socializing with teams, on various success initiatives of engagement performance

Design, develop and deliver training modules to meet the quality requirements for both process improvement and product introduction

Identify and assess future and current training needs through job analysis, career paths, annual performance appraisals and consultation with line managers

Metrics for performance measurement
• Ensure adherence to feedback TAT / target
• Accuracy and timelines of reports
• People - Responsible for employee morale, absenteeism & attrition
• Organizational / Strategic – Should abide to company policies and display Kreditbee’s core Values. Align self to organizational Goals

To ensure consistent high quality of interactions and customer engagement through calls and transactional Accuracy at the Unit through regular interaction Monitoring and Effective Feedback sessions by Self and team supervisors

To ensure strict adherence to Quality parameters in terms of relationship building, service delivery and process
• To drive a culture of high quality and professional discipline amongst the entire team
• Facilitate improvement projects including understanding and documenting process, perform analysis, recommend and track actions
• Skillset