Quality Manager Inbound Call Center

Job Title: Quality Manager Inbound Call Center
Location: Murali Nagar, Visakhapatnam
Department: Quality Assurance
Reports To: Call Center Project Manager
Salary: Competitive Salary
Shift Hours: Night Shift - US Process

About Us:

At Synergyassure Inc.,, we are passionate about delivering top-tier customer experiences while continually improving our processes and performance. As a leader in Consulting and IT Services, we are looking for an experienced and results-driven Quality Manager to lead our Quality Assurance (QA) efforts and take our inbound call center to new heights. If you are a strategic thinker with a deep understanding of call center operations, quality management, and customer experience, we invite you to join our growing team.

Job Overview:

As a Quality Manager at Synergyassure Inc., you will play a crucial role in defining, executing, and overseeing quality management strategies to ensure our call center operations meet the highest standards. You will lead the quality assurance team, monitor performance, analyze data, implement improvements, and provide leadership to foster an environment of continuous learning and operational excellence. Your efforts will directly contribute to delivering exceptional customer service, increasing customer satisfaction, and driving business success.

Key Responsibilities:

• Develop & Implement QA Strategies: Design, implement, and manage quality assurance processes, frameworks, and strategies that ensure consistent and high-quality customer interactions across all channels.
• Lead the Quality Assurance Team: Manage and mentor a team of QA specialists and auditors. Provide leadership, training, and coaching to elevate their performance and drive continuous improvement.
• Call Monitoring & Audits: Conduct regular call monitoring and audits to assess compliance with company standards, ensuring calls are handled in a customer-centric, efficient, and professional manner.
• Performance Reporting & Analytics: Analyze call center performance data (KPIs such as CSAT, AHT, FCR, and quality scores) and generate reports to identify trends, areas for improvement, and actionable insights.
• Continuous Improvement: Lead initiatives for continuous process improvement, including reviewing scripts, identifying training gaps, implementing new tools/technologies, and optimizing workflows to enhance both agent and customer experience.
• Coaching & Development: Work closely with team leaders and agents to provide actionable feedback, offer coaching on performance, and assist with targeted training to improve key metrics.
• Customer Feedback Integration: Collect and analyze customer feedback to ensure the delivery of an outstanding customer experience, and incorporate findings into training and operational adjustments.
• Collaboration Across Departments: Collaborate with Training, Operations, HR, and other cross-functional teams to develop quality standards, training materials, and to ensure alignment with business objectives.
• Maintain Compliance & Standards: Ensure that all activities are compliant with company policies, industry regulations, and quality management standards. Stay updated on industry best practices and integrate them into daily operations.
• Problem Resolution & Root Cause Analysis: Investigate and resolve quality-related issues and service gaps, conducting root cause analysis and proposing long-term solutions to prevent recurring issues.

Key Qualifications & Skills:

• Experience: Minimum of 4-5 years of experience in quality assurance or quality management within an inbound call center, with at least 2 years in a leadership or management role.
• Proven Leadership: Strong leadership skills with experience managing and mentoring QA teams, driving performance, and implementing quality assurance processes.
• Analytical Expertise: Deep understanding of key performance indicators (KPIs) for call centers, including CSAT, NPS, AHT, FCR, and how they influence customer experience and business performance.
• Problem-Solving Skills: Ability to identify performance issues, conduct root cause analysis, and develop strategies for corrective actions and process improvements.
• Coaching & Mentoring: Ability to provide constructive feedback, foster a culture of continuous learning, and develop agents’ skills to enhance overall team performance.
• Communication Skills: Exceptional communication skills, both verbal and written, to effectively articulate quality standards, coaching feedback, and process changes to internal stakeholders and team members.
• Technology Proficiency: Familiarity with call center software, CRM systems, QA tools (e.g., NICE, Verint), and performance management platforms.
• Customer-Centric Mindset: Strong focus on improving the customer experience through rigorous quality standards and improvements.
• Attention to Detail: Exceptional attention to detail in evaluating call performance, identifying trends, and providing actionable insights for improvement.

Why Join Us?

• Impactful Role: You will have the opportunity to make a tangible impact on the overall success of our call center by ensuring high-quality customer interactions and improving team performance.
• Leadership Opportunities: As a leader in our QA team, you will shape the future of our quality assurance processes and drive positive change across the entire organization.
• Professional Growth: We offer ongoing professional development opportunities, including leadership training, industry certifications, and access to cutting-edge tools and technologies.
• Dynamic and Supportive Environment: Join a team that values collaboration, innovation, and continuous learning. We are a customer-centric organization focused on creating a positive work culture.
• Competitive Compensation: We offer a competitive salary and comprehensive benefits package to ensure our employees are well-rewarded for their contributions.
• Work-Life Balance: Enjoy a healthy work-life balance with flexible scheduling options and a supportive work environment.

How to Apply:

If you're an experienced Quality Manager with a passion for improving customer service and leading teams to success, we want to hear from you! Please submit your resume and cover letter, detailing your experience and qualifications, to a.sravya@synergyassure.com. We look forward to hearing from you!

At Synergyassure Inc., we are committed to building a diverse and inclusive workplace. We are proud to be an equal opportunity employer and encourage individuals of all backgrounds to apply.