Quality Assurance Manager

Hiring for Quality Manager for International process.

• Candidate must have an experience into technical voice or blended process.
• Develop and implement QA Frameworks, SOP's and evaluation processes
• Analyze call / chat / email evaluations, identify trends, and suggest improvements
• Ensure Compliance with client specific KPI's and service level agreements
• Report Key Quality Metrics - NPS, FCR, QA Scores
• Drive RCA for quality deviations and develop corrective action plans
• Client & Stakeholder Management (3rd Party Client Management)
• Experience with Six Sigma, certified COPC or Lead Methodologies
• Minimum - Green belt and Black belt certified.
• In a leadership / managerial role for at least 2 years
• Strong Knowledge of QA Tools, call center metrics
• Proficient in PowerPoint and QA Software
• Supports Innovation & Continuous Improvement