Quality Manager

Key Responsibilities:

• Team Leadership and Management: Lead, mentor, and inspire a team of 9-10 quality analysts; conduct performance reviews, provide feedback, implement coaching strategies, and foster a culture of continuous improvement.
• Quality Assurance Processes: Manage sampling of voice and non-voice customer interactions for multi-brand operations; monitor interactions to enhance quality standards, refine products, and improve processes; develop and execute a comprehensive quality roadmap.
• Customer Sentiment Insight Generation: Implement frameworks for customer insight generation; leverage AI-driven quality management tools to analyze customer sentiment; spearhead initiatives to improve customer experience based on VOC data.
• Collaboration with Stakeholders: Engage with customer support agents for frontline insights; partner with support, training, business, and product teams to resolve pain points; collaborate with senior leadership to propose strategies for process and product improvements.
• Quality Management Tools: Implement and manage quality management systems to streamline workflows, reporting, and analysis; stay updated on advancements in quality management and AI tools.
• Process Improvements: Translate VOC feedback into actionable strategies; design and implement metrics to measure QA program effectiveness.
• Analytical Mindset: Interpret complex data to derive actionable insights; proficiency in Excel (pivot tables, VLOOKUP, data visualization) for analysis and reporting.

Skills Required
Vlookup, Customer Support, Data Analysis, Gaming, Ticketing