Assistant Quality Manager
- Globiva
- 5 - 10 years
- Noida, Gurugram
- 2 days ago
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Job Description
Assistant Quality Manager Customer service & sales process (BPO)
Location: Gurgaon (Haryana)
Experience: 25 Years
Industry: BPO / Customer Service
Job Overview:
We are looking for a detail-oriented and experienced Assistant Quality Manager to manage and enhance quality standards for our customer service process. The candidate will be responsible for monitoring performance, driving process improvements, and ensuring excellent customer experience.
Key Responsibilities:
- Monitor and evaluate customer interactions (calls, chats, emails) to ensure quality standards are met
- Conduct regular audits and provide constructive feedback to agents and team leaders
- Identify performance gaps and implement action plans for improvement
- Prepare and present quality reports, dashboards, and insights to management
- Drive continuous improvement initiatives to enhance customer satisfaction (CSAT)
- Conduct calibration sessions with internal stakeholders
- Support training teams in identifying training needs and delivering quality inputs
- Ensure compliance with company policies and client requirements
Required Skills & Qualifications:
- Minimum 25 years of experience in Quality (BPO Customer Process & Sales process)
- Strong knowledge of quality tools, audit frameworks, and KPIs
- Excellent communication and analytical skills
- Experience in handling calibrations and client interactions
- Proficiency in MS Excel and reporting
- Ability to work in a fast-paced environment
Preferred Skills:
- Six Sigma / Quality certification (Green Belt preferred)
- Experience in voice or blended process
What We Offer:
- Competitive salary
- Growth opportunities
- Dynamic work environment
Contact Person
HR Supriya-9289327***
Job Classification
Industry: BPM / BPOFunctional Area / Department: Quality AssuranceRole Category: Quality Assurance - OtherRole: Quality Assurance - OtherEmployement Type: Full timeContact Details:
Company: GlobivaLocation(s): Noida, Gurugram
Keyskills: Team Handling Feedback Call Audit Call Calibration Call Monitoring QC Tools Call Quality Quality Monitoring Quality 7Qc Quality Tools
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GLOBIVA SERVICES PRIVATE LIMITED Globiva is a leading Business Process Management company. We offer business value to our clients through innovative solutions and operational excellence in key industry verticals, including banking and financial services, insurance, manufacturing, e...
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