Customer Experience Quality Manager

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

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