Quality Manager

Role & responsibilities

• Responsible for creating a robust Quality structure that is aligned to the business, compliance & operational requirements,
• Responsible to ensure the required number of evaluations i.e., Quality, CSAT, Complaints etc. are completed as agreed with operations and Clients
• Administers the feedback and Coaching process is documented and in line with the compliance and operational requirements
• In charge of maintaining evaluations completed by the quality team in the central data base as defined by operations/clients
• Report performance and statistics through daily and weekly reports submitted to the Quality Team and Operations.
• Ensure that regular Gauge RNR & Calibrations are conducted with Internal operations team to maintain level of knowledge of the supervisory staff
• Ensures that all relevant staff understand the compliance expectations, Quality guidelines and Complaints management processes
• Gauging effectiveness of daily/weekly briefings and cascading updates to all on the operations floor by conducting dipstick checks on a regular basis.
• Prepare/reviews reports based on the quality scores of the advisors.
• Provide analysis on areas of opportunity and action plans to improve performance

Preferred candidate profile

Candidates experience into inbound domestic process are preferred

Perks and benefits

As per company norms