Responsibilities :
- Lead and manage the Quality team for International Voice processes.
- Monitor and evaluate agent performance to ensure adherence to quality standards.
- Conduct audits, provide feedback, and implement quality improvement initiatives.
- Develop and maintain quality frameworks, guidelines, and reporting metrics.
- Collaborate with operations and training teams to address gaps and enhance process efficiency.
- Prepare regular quality reports and present insights to senior management.
- Drive process excellence and maintain compliance with client-specific requirements.
Experience : Proven experience as Deputy Manager or Assistant Manager in Quality for International Voice processes
Qualification : Graduate (Any discipline)
Skills Required
Quality Management, Reporting, Compliance, Crm, Microsoft Office Suite, Data Analysis