Manage the team and allocate responsibilities
Identifying process gaps
Adherence to quality and ensure quality parameters are adhered
Continuous improvement in quality metrics as set by the client/ process
Ensure the transaction monitoring piece (audit/Feedback/Coverage)
Conduct Train the Trainer (TTT) and coaching programs for trainers to upgrade the team performance.
Trainer Certifications, Audits, Feedbacks and Trainer Life cycle Development.
Imparted trainings on Leadership, self-development, etiquettes and induction programs for new joiners
Call listening and Call Calibration with the team periodically
Ensure effective delivery of Training and facilitate communication between learners and trainers by doing training batch audits.
Liaison with Recruitment, Workflow and the Operations Team to update and publish Training Calendar for new hire training batches and refreshers.
Work closely with other functions to ensure consistent focus on training requirements & initiatives
Process Improvement and to achieve Quality targets - Focus Audits, Mystery Audits, Dipstick Compliance, Extra Audits, Call Calibration with internal and external team.
Monitor feedback efficacy on weekly and monthly basis and Analyzed the reason of errors and concentrations of errors for improvement
Use the Quality Tools to run the Quality and C-SAT Projects
Standards for Measuring Success
Meet service level (SLA)
Other key management attributes & Key Performance Indicators(KPIs) as specified by Supervisor
Salary: INR 8,00,000 - 10,00,000 PA.
Industry:BPO / Call Centre / ITES
Functional Area:ITES, BPO, KPO, LPO, Customer Service, Operations
Role:Quality Assurance/Quality Control Manager
Desired Candidate Profile
Aegis Customer Support Services Private Limited.
The core of everything we do stems from our mantra - Experience. We make it easy.
Our Vision: Continuous innovation with expertise to deliver superior execution for our clients while creating wealth for all stakeholders
It's a vision further articulated through VIEW - our trademark thought, plan and action guide from the get go. It forms the foundation for our success in efficiency and customer focus.