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BPO Quality Manager
ConfidentialBengaluru / Bangalore10 days ago
Job description9-13 years of experience in BPO quality management or related fields. Strong understanding of quality assurance methodologies and best practices. Proficient in using quality monitoring tools and data analysis software. Excellent communication and interpersonal skills to interact with various stakeholders. Ability to lead and motivate a team towards achieving quality objectives. Detail-oriented with strong analytical and problem-solving skills. Knowledge of customer service principles and practices.
We are seeking an experienced BPO Quality Manager to oversee our quality assurance processes. The ideal candidate will have a strong background in managing quality in BPO operations, ensuring that our service meets the highest standards.
Responsibilities
- Develop and implement quality assurance strategies and processes for BPO operations.
- Monitor and evaluate agent performance through call monitoring and customer feedback.
- Conduct regular audits of quality processes and recommend improvements.
- Train and mentor team members on quality standards and best practices.
- Collaborate with management to set quality goals and objectives for the team.
- Analyze quality data and prepare reports for management review.
- Identify areas for process improvement and drive initiatives to enhance service quality.
Skills and Qualifications
Skills Required
Process Improvement, Training Development, Quality Assurance, performance metrics, customer feedback, Root Cause Analysis
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Quality Manager • Bengaluru / Bangalore