Quality Manager

Key Responsibilities

Quality Assurance:

• Develop, implement, and manage quality assurance frameworks to evaluate agent performance and process adherence.
• Regularly conduct call audits, case reviews, and transaction monitoring to ensure compliance with quality standards.
• Identify training needs based on audit results and work with the training team to address gaps.

Performance Monitoring:

• Create and maintain dashboards, reports, and analytics to measure team and individual performance against quality KPIs (e.g., CSAT, FCR, and AHT).
• Identify and analyze trends or recurring issues and develop corrective action plans.

Process Improvement:

• Collaborate with operations and training teams to design process improvement initiatives aimed at enhancing customer experience and operational efficiency.
• Monitor the implementation of process changes and their impact on quality metrics.

Governance and Compliance:

• Ensure adherence to regulatory and organizational compliance standards.
• Implement measures to mitigate risks and improve accountability across the team.

Team Leadership:

• Lead a team of quality analysts and provide mentorship, training, and career development opportunities.
• Foster a culture of continuous improvement and ownership within the quality team.

Customer Experience Enhancement:

• Collaborate with stakeholders to analyze customer feedback and implement actionable improvements.
• Design initiatives to elevate the overall customer experience by addressing root causes of dissatisfaction.

Key Skills and Competencies:

• Strong knowledge of quality frameworks such as Six Sigma & COPC standards
• Expertise in contact center metrics and reporting tools.
• Analytical mindset with a strong ability to derive insights from data.
• Excellent communication and interpersonal skills to work effectively with diverse teams.
• Problem-solving skills with a proactive and result-oriented approach.
• Leadership abilities to manage, motivate, and grow a high-performing team.
• Vendor management experience (Preferred)

Qualifications:

• Graduation.
• Mandatory Six Sigma Green Belt Certified. (Preferred Black Belt)
• Hands-on experience with CRM tools, quality monitoring software, and reporting platforms.

Please share the relevant profiles on anjali.bharti@lenskart.in