Assistant Quality Manager

TP; Bengaluru; Presencial; INR 600 000 - 900 000; Tempo integral

Resumo da oferta

TP in Bengaluru seeks a Quality Analyst to monitor and evaluate inbound customer service calls against defined quality parameters and compliance standards. You will conduct audits, track KPIs like CSAT, FCR, quality scores, and AHT, and publish quality scorecards and dashboards.

You will analyze quality trends, perform root cause analyses, and present actionable insights to management. Candidates interested to relocate Bangalore can apply.

Qualificações

• Experience in quality monitoring of customer service interactions.
• Ability to analyze data and prepare actionable insights.
• Strong documentation and reporting skills.

Responsabilidades

• Monitor and evaluate inbound customer service calls against quality parameters and compliance standards.
• Conduct regular audits and quality assessments to identify performance gaps and improvement opportunities.
• Ensure adherence to client requirements, company policies, and regulatory guidelines.
• Analyze quality trends and provide actionable insights to stakeholders.
• Prepare and publish quality scorecards, dashboards, and performance reports.
• Track KPIs such as CSAT, FCR, Quality Scores, Compliance Scores, AHT, and Customer Complaints.
• Perform root cause analysis for recurring quality issues and recommend corrective actions.
• Present insights and recommendations to management.

Conhecimentos

Quality assurance

Audits

Analytics

Stakeholder communication

Descrição da oferta de emprego

Role & responsibilities

• Monitor and evaluate inbound customer service calls against defined quality parameters and compliance standards.
• Conduct regular audits and quality assessments to identify performance gaps and improvement opportunities.
• Ensure adherence to client requirements, company policies, and regulatory guidelines.
• Analyze quality trends and provide actionable insights to stakeholders.

• Prepare and publish quality scorecards, dashboards, and performance reports.
• Track key performance indicators (KPIs) such as CSAT, FCR, Quality Scores, Compliance Scores, AHT, and Customer Complaints.
• Perform root cause analysis for recurring quality issues and recommend corrective actions.
• Present insights and recommendations to management.

Preferred candidate profile

Candidates interested to relocate Bangalore can apply