Senior Manager - Quality
- Hexaware Technologies
- 15 - 20 years
- Mumbai
- 10 months ago
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Job Description
Role:
Lead the Quality team and the primary responsibility will be to monitor the work allocation, attend client calls and SMR, prepare different reports, work closely with Ops to ensure that the process is functioning smoothly
Responsibilities:
- Manages a team of Quality Managers, DMs and AM,s across the account geographies
- To manage transaction quality performance for a customer service voice and chat process
- Participates in design of call & email monitoring formats and quality standards
- Defines Quality Framework, CTQs and implementation of Quality Control Plan
- To conduct audits as per defined guideline and sampling for transaction monitoring
- To ensure 100% closure of feedbacks
- To create and publish regular audit reports with management and clients (daily, weekly, monthly)
- To identify gaps and plan feedback and refresher sessions with agents to improve Quality of calls & emails
- To drive process improvement initiatives and GB/TB projects
- To drive calibration sessions with internal or external customers
- Leads quality monitoring and analysis team and provide trend data to site management team on a regular basis
- Gives subordinate opportunities to develop their own expertise and delegates effectively to ensure shared responsibility for work output
- Maintain overview of daily records, MOMs and Action items
- Organize touch-base meetings with Operations Leadership and discuss on AOIs and major concerns
Preferred candidate profile
- Minimum 15 years of relevant work experience in BPO with 2-3 years in current role as Sr. Manager / Manager Quality in a call center or backend environment (Inbound/outbound calls, Emails/Chats) preferably within Telecom industry
- Strong understanding of quality assurance methodologies, tools, and frameworks.
- Familiarity with SLA and KPI management in high-volume customer-facing environments.
- Expertise in data analysis, reporting, and deriving actionable insights.
Job Classification
Industry: BPM / BPOFunctional Area / Department: Quality AssuranceRole Category: Business Process QualityRole: Quality Manager / SupervisorEmployement Type: FreshersContact Details:
Company: Hexaware TechnologiesLocation(s): Mumbai
Keyskills: Transactional Quality Telecom Customer Service Call Quality Quality Monitoring International Voice
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Hexaware Technologies
Hexaware BPS. is the wholly owned subsidiary of Hexaware Technologies Ltd. We are currently staffed at 4000+ people across Navi Mumbai (Mahape) Chennai, Nagpur US, Mexico and Russia. Hexaware BPS leverages on a strong technology legacy from its parent organization. With an amalgamation of passionate...
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