Assistant Quality Manager

Role & responsibilities

Role: Assistant Manager (Quality)

As a Business Analyst (Quality Team Lead / Assistant Manager ), you will engage in call research through key-spotting functions and develop logical queries to segment and categorize structured client data using cutting-edge speech analytics platforms. Your role involves extracting insights and observations from analytical results and presenting ROI-driven solutions to our clients. Business Analyst is responsible for Query building for process improvement projects on Smart Speech using Speech Analytics tool ensuring that valuable insights are provided to the client through the short-term projects.

Key Responsibilities:

• Analyze, assess, and recommend enhancements to the existing sprint process.
• Generate analytics from data produced by the Analytics platform.
• Ensure the timely completion of presentations in alignment with service-level agreements.
• Coordinate closely with your Project Manager for seamless project execution.
• Create reports using Excel, requiring intermediate level skills.
• Communicate effectively through emails and other communication channels, demonstrating:
• Excellent communication and writing skills.
• Comfortable in client interactions.
• Work collaboratively with cross-functional teams to efficiently meet project deliverables.
• Develop business requirements for creating tailored service workflows.
• Collaborate with the analytics manager to derive meaningful insights through data analytics.
• Display a strong willingness to learn and quickly adapt to new skills.
• A Bachelor's degree in any field.
• Over 5 years of professional experience in the call center industry, whether in technical or non-technical roles.
• At least 3 years of experience as a quality evaluator.
• Proficiency in MS Office applications (Word, Excel, and PowerPoint).
• Basic understanding of statistical principles.
• Experience with speech analytics platforms such as Nexidia, Callminer, Verint, etc.
• Involvement in large-scale enterprise projects.
• Six Sigma Green Belt certification.

Additional Job Description

INFORMATION SECURITY RESPONSIBILITIES:

All Information security responsibilities can be located in The Book of Bill (Global) and The Book of Bill (Global) French.  Please note that Information security responsibilities are based on role.

Preferred candidate profile

Candidate from the experience of Teleperformance can't apply.

Job Location - Indore Teleperformance

Process - Flipkart