Assistant Manager

Latinem; Hyderabad; On-site; INR 600,000 - 1,200,000; Full time

Job summary

Latinem PVT LTD in Hyderabad seeks an Assistant Manager - Collections with 6+ years of QA and governance experience. You will develop and maintain QA frameworks for calls, emails, WhatsApp, Salesforce, and operational processes, while ensuring adherence to brand guidelines.

Responsibilities include designing scorecards, monitoring quality trends, calibration with cross-functional teams, and implementing process improvements to raise customer interaction quality.

Qualifications

• 6+ years of experience in QA and governance & internal controls.
• Experience designing and maintaining QA frameworks for communications and processes.

Responsibilities

• Design, review, and update Quality Scorecards.
• Ensure quality evaluations follow approved methodologies.
• Review evaluations for scoring consistency and objectivity.
• Monitor quality trends across teams, channels, and business units.
• Ensure compliance with approved sampling methodologies.
• Conduct calibration sessions with Operations, Business Leaders, and Quality teams.
• Monitor evaluator consistency and scoring accuracy.
• Validate evaluation evidence and supporting documentation.
• Identify recurring quality failures and behavioural trends.
• Recommend corrective and preventive actions.
• Improve customer interaction quality through coaching and process enhancements.
• Ensure adherence to communication standards and brand guidelines.

Skills

Quality Assurance

Governance & Internal Controls

Job description

Latinem PVT LTD is Hiring for Assistant Manager - Collections

Job Title:- Assistant Manager

Job location: Hyderabad , TG

Role & responsibilities

Over all 6 + yrs of exp in Quality Assurance (QA) and Governance & Internal Controls

Develop and maintain Quality Assurance Frameworks for Calls, Emails, WhatsApp, Salesforce, and operational processes.

• Design, review, and update Quality Scorecards.
• Ensure quality evaluations are conducted in accordance with approved methodologies.
• Review completed evaluations for scoring consistency and objectivity.
• Monitor quality trends across teams, channels, and business units.
• Ensure compliance with approved sampling methodologies.
• Conduct calibration sessions with Operations, Business Leaders, and Quality teams.
• Monitor evaluator consistency and scoring accuracy.
• Validate evaluation evidence and supporting documentation.
• Identify recurring quality failures and behavioural trends.
• Recommend corrective and preventive actions.
• Improve customer interaction quality through coaching and process enhancements.
• Ensure adherence to communication standards and brand guidelines.

Thanks