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 Manager • Kannur, IN
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