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TPMumbai, Maharashtra, India

1 day ago

Job description

We're hiring || Senior Manager Quality || Mumbai

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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Quality Assurance • Mumbai, Maharashtra, India

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