Associate Manager - Quality

Position Overview:

A Quality Assurance Manager is responsible for overseeing the quality assurance processes within an organization, ensuring that services meet established standards and customer expectations. This role involves leading a team of quality assurance analysts, developing and implementing QA strategies, and collaborating with other departments to maintain high-quality standards across the organization.

Role & responsibilities:

• Manage and mentor a team of QA analysts, providing guidance and support to ensure their growth and effectiveness.
• Review and evaluate customer support calls, emails, and chat interactions to ensure adherence to company policies, procedures, and quality standards.
• Generate detailed reports on QA findings, highlighting trends, patterns, and areas requiring attention.
• Auditing customer support calls, chats and emails, auditing providers charts, etc.
• Develop, implement, and maintain QA processes, policies, and procedures to ensure that services meet quality standards.
• Assess the quality of customer service provided by the support team, identifying strengths and areas for improvement.
• Stay up-to-date with industry best practices and emerging trends in customer support and quality assurance.
• Participate in cross-functional meetings and projects to drive initiatives that improve customer support quality and efficiency.

Qualification:

• A candidate must have a Graduation degree.
• At least 5 years of international voice experience including at least 2 years of experience in international voice calling quality assurance.
• At least 1 years of experience as a Associate Manager Quality.
• Extensive experience in quality assurance, with a proven track record of leading and managing QA teams.
• Strong organizational skills, with the ability to manage multiple tasks and priorities effectively.
• Strong analytical and problem-solving abilities, with a keen eye for detail.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).

Benefits:

• Competitive salary (including EPF and PS)
• Health insurance
• Five days work-week
• Opportunities for career growth and professional development
• Additional benefits like cab-drop is available