Customer Experience Quality ManagerTP • Indore, Republic Of India, IN
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Customer Experience Quality Manager
TP • Indore, Republic Of India, IN
24 days ago
Job description
We're hiring || Senior Manager Quality || Indore
Job Specifications :
- 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, COPC or Lead Methodologies
- Minimum - Green 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
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Manager Quality • Indore, Republic Of India, IN
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