Chandigarh University Hiring For Quality Manager

Chandigarh University Hiring for Quality Manager

Department - Counselling (Call Center)

Work From Office Only

Experience - Minimum 3 Years of Experience As Manager

Key Skills- Quality Audit in to Voice Process Only

Salary - Good Hike on Last Salary

Shift Timing - 9.30am to5.30pm

6 Days Working (Mon to Sat)

Only Females are eligible

Role & responsibilities

Quality Audits:

Conduct comprehensive quality audits of agent interactions to identify areas of improvement, such as non-compliance with policies, missed opportunities for upselling, or inadequate customer handling.

Performance Feedback:

Provide constructive feedback to agents on their performance through individual coaching sessions, highlighting strengths and areas for development based on quality audit findings.

Training Development:

Collaborate with the training team to develop and deliver targeted training modules addressing identified quality gaps, including product knowledge, customer service skills, and complaint handling procedures.

Quality Reporting:

Generate detailed quality reports analyzing key performance indicators (KPIs) like customer satisfaction scores, first contact resolution rates, and average handling time, presenting insights to management for decision-making.

Process Improvement:

Identify opportunities for process improvement within the customer service operations and implement changes to enhance quality and efficiency.

Calibration Meetings:

Regularly conduct quality calibration meetings with team members to ensure consistency in quality standards and evaluation criteria.

Stakeholder Management:

Collaborate with different departments like operations, sales, and client services to ensure alignment with quality goals and customer expectations.

Quality Assurance Initiatives:

Lead and champion quality improvement initiatives such as Six Sigma or Lean methodologies to drive continuous improvement within the BPO.

Required Skills:

Strong Communication Skills:

Excellent verbal and written communication skills to effectively provide feedback to agents and communicate quality concerns to stakeholders.

Analytical Skills:

Ability to analyze large datasets to identify trends and patterns in customer interactions and agent performance.

Leadership Skills:

Ability to lead and motivate a team of quality analysts to achieve quality goals.

Problem-solving Skills:

Proficient in identifying root causes of quality issues and implementing effective solutions.

Technical Proficiency:

Familiarity with quality management systems (QMS) and relevant software tools for data analysis and reporting.

Relevant Experience:

Proven experience in a quality assurance role within a BPO environment.

Knowledge of customer service best practices and industry standards.

Familiarity with quality methodologies like Six Sigma or Lean.