Assistant Manager

Latinem Private Limited; Hyderabad; On-site; INR 600,000 - 900,000; Full time

Job summary

Latinem Private Limited is seeking a QA professional to design and maintain Quality Assurance Frameworks for calls, emails, WhatsApp, Salesforce, and related processes. You will review evaluations for scoring consistency and monitor quality trends across teams and channels.

The role includes calibration sessions with Operations and Quality teams and driving improvements in customer interactions while upholding brand standards.

Qualifications

• Experience designing and maintaining QA frameworks for multichannel interactions (Calls, Emails, WhatsApp, Salesforce, etc.).
• Ability to calibrate and review evaluations to ensure scoring consistency and objectivity.
• Knowledge of sampling methodologies and monitoring quality trends across teams and units.

Responsibilities

• Develop and maintain Quality Assurance Frameworks for Calls, Emails, WhatsApp, Salesforce, and operational processes.
• Design, review, and update Quality Scorecards and QA processes.
• Ensure quality evaluations align with approved methodologies and review for scoring consistency.
• Monitor quality trends across channels, teams, and business units; ensure sampling methodologies are followed.
• Conduct calibration sessions with Operations, Business Leaders, and Quality teams.
• Identify recurring quality failures and suggest corrective and preventive actions.
• Coach and improve customer interaction quality and adherence to brand guidelines.

Skills

Quality Assurance

Governance & Internal Controls

Education

Bachelor’s degree in business administration, Commerce, Finance, Accounting

Job description

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

Design, review, and update Quality Scorecards, Quality Assurance (QA).

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 behavioral trends.

Recommend corrective and preventive actions.

Improve customer interaction quality through coaching and process enhancements.

Ensure adherence to communication standards and brand guidelines.

Qualifications:

• Bachelor’s degree in business administration, Commerce, Finance, Accounting

Primary Skills:

• Quality Assurance (QA

Secondary Skills:

• Governance & Internal Controls