Jobs Territory1st floor, 560008, 110, Cambridge Rd, Ulsoor, Bengaluru, Karnataka 560008, India
BPO / Call Centre / ITES
Sep 19, 2018
Job Posting Date:
May 19, 2018
Job Title Quality Assistant Manager (Contact Center)
Responsible for the development and delivery of the Quality framework for Contact Center to measure and manage quality consistently across the entire teams in the Contact Center.
Responsible for smooth and efficient day-to- operations within their team.
The two objectives of this role are to drive qualitative performance
effectiveness and User Experience of the Contact Center Team.
Facilitating and leading calibration sessions.
Design and deploy Process Improvement framework for the engagement (s) by gathering requirements from stakeholders.
Drive Top down opportunity identification workshops and bottom up ideation initiatives for creation of high impact pipeline of process improvement opportunities.
Responsible for the consistent documentation of SOP across all processes in the contact center
Mentor Process Improvement projects (YB, GB,BB) to enable the operations resources to implement the improvement through structured approach
Conduct toll gates review of the improvement projects
Facilitate meetings with various stakeholders for tollgate reviews and appropriate sign offs.
Managing Team Performance
Effective monitoring of Quality analyst and providing instantaneous feedback on coaching skills and reducing variance scores.
Complete administrative functions such as maintaining attendance, addressing disciplinary issues etc
Scheduling team roster and monitoring plan.
Ensure team is clear on quality and service performance expectations, and are striving to exceed these expectations
Keep team motivated to perform on deliverables and help them deal rejections
Assist/support team members with personal development planning
Where required, support the management in conducting process related checks/audits.
Identify ways to improve skill issues that the team face, and action accordingly
Provide performance goals,
Provide support for achieving goals and enhancing skills.
Ensure utilization and Control attrition
Creating awareness by training and bringing visibility to quality initiatives in the engagement to drive and improve culture of quality
Creating process improvement case studies and socializing with teams, on various success initiatives of engagement performance.
Design, develop and deliver training modules to meet the quality requirements for both process improvement and product introduction
Identify and assess future and current training needs through job analysis, career paths, annual performance appraisals and consultation with line managers
Metrics for performance measurement
Ensure adherence to feedback TAT / target
Accuracy and timelines of reports
People - Responsible for employee morale, absenteeism & attrition.
Organizational / Strategic - Should abide to company policies and display clients core values. Align self to organizational goals.
To ensure consistent high quality of interactions and customer engagement through calls and transactional Accuracy at the Unit through regular interaction Monitoring and Effective Feedback sessions by Self and team supervisors.
To ensure strict adherence to Quality parameters in terms of relationship building, service delivery and process.
To drive a culture of high quality and professional discipline amongst the entire team.
Facilitate improvement projects including understanding and documenting process, perform analysis, recommend and track actions.
Group presentation skills
Ability to perform multiple tasks and adjust quickly in short timeframes with limited direct supervision
Ability to build rapport with others and create a team environment
Strong communication, organizational, motivational and time management skills
Ability to work flexible hours if necessary (all shifts)
Ability to analyze quality scores and operational matrices and create Plan of Action with measurable changes within timelines
Experience in Customer Service environment with exposure to inbound, outbound, chat and email process.
Capable of identifying gaps and executing initiatives.
Proficiency in use of the Quality system & sound knowledge in preparing MS office presentations and excel.
Expected to lead by example
Should display the behavior of a role model always
Certified Green Belt/Black Belt
EducationGraduate (any stream)