mPokket - Assistant Manager - Quality (2-5 yrs)

Assistant Manager - Quality

Job Summary:

- The Assistant Manager of Quality plays a critical role in ensuring that operations within the business team meet or exceed established quality standards and client expectations.

- They are responsible for leading quality assurance initiatives, conducting audits, providing feedback, and implementing strategies to improve performance and customer satisfaction.

Key Responsibilities:

Quality Assurance Leadership:

- Lead and supervise a team of Quality Analysts responsible for monitoring and evaluating operational performance.

- Develop and implement quality assurance policies, procedures, and best practices to ensure consistent service delivery.

- Provide guidance, support, and coaching to Quality Analysts to help them effectively carry out their responsibilities.

Performance Monitoring and Evaluation:

- Conduct regular audits and evaluations of operational processes and procedures to assess compliance with quality standards and client requirements.

- Analyze performance metrics and trends to identify areas for improvement and opportunities to enhance quality and efficiency.

- Collaborate with operations teams to address performance gaps and implement corrective actions as needed.

Training and Development:

- Develop and deliver training programs to educate team members on quality standards, processes, and tools.

- Provide ongoing coaching and feedback to help team members improve their performance and adherence to quality standards.

- Stay updated on industry trends and best practices in quality assurance and incorporate relevant knowledge into training programs.

Stakeholder Relationship Management:

- Collaborate with client-facing teams to understand business requirements and expectations regarding service quality.

- Serve as a point of contact for internal business inquiries, escalations, and feedback related to quality assurance.

- Work with the business team to address quality-related issues and implement solutions to enhance satisfaction and retention.

Continuous Improvement:

- Drive continuous improvement initiatives to enhance quality, efficiency, and customer satisfaction.

- Identify opportunities for process optimization, automation, and innovation to improve quality assurance processes and outcomes.

- Monitor the effectiveness of improvement initiatives and adjust strategies as needed to achieve desired results.

Qualifications:

- Bachelor's/Master's degree in business administration, Quality Management, or related field (preferred).

- Previous experience in a quality assurance role within a BPO or similar industry.

- Strong leadership, communication, and interpersonal skills.

- Excellent analytical and problem-solving abilities.

- Proficiency in quality assurance tools, methodologies, and techniques.

- Knowledge of BPO industry standards, regulations, and best practices.

Additional Requirements:

- Willingness to work flexible hours, including weekends and holidays, as required.

- Ability to thrive in a fast-paced and dynamic environment.

- Strong commitment to teamwork, collaboration, and continuous improvement.

- Ability to prioritize tasks and manage time effectively to meet deadlines