Assistant Quality Manager

Globiva; Gurugram District; On-site; INR 1,000,000 - 1,500,000; Full time

Benefits offered by this job

Competitive salary

Growth opportunities

Dynamic work environment

Job summary

Globiva seeks an experienced Assistant Quality Manager to oversee quality standards in their customer service process. This role involves monitoring interactions, conducting audits, and implementing process improvements to enhance customer satisfaction.

The ideal candidate will have a minimum of 25 years of experience in quality within the BPO sector, strong knowledge of quality tools, and proficiency in MS Excel. This full-time position provides growth opportunities in a dynamic work environment.

Qualifications

• Minimum 25 years of experience in Quality (BPO Customer Process & Sales process).
• Strong knowledge of quality tools and KPIs.
• Ability to work in a fast-paced environment.

Responsibilities

• Monitor customer interactions to ensure quality standards.
• Conduct regular audits and provide feedback to agents.
• Drive continuous improvement initiatives.

Skills

Quality tools expertise

Analytical skills

Communication skills

MS Excel proficiency

Client interaction experience

Job description

Job Description

Assistant Quality Manager Customer service & sales process (BPO)

Location: Gurgaon (Haryana)
Experience: 25 Years
Industry: BPO / Customer Service

Job Overview:

We are looking for a detail-oriented and experienced Assistant Quality Manager to manage and enhance quality standards for our customer service process. The candidate will be responsible for monitoring performance, driving process improvements, and ensuring excellent customer experience.

Key Responsibilities:

• Monitor and evaluate customer interactions (calls, chats, emails) to ensure quality standards are met
• Conduct regular audits and provide constructive feedback to agents and team leaders
• Identify performance gaps and implement action plans for improvement
• Prepare and present quality reports, dashboards, and insights to management
• Drive continuous improvement initiatives to enhance customer satisfaction (CSAT)
• Conduct calibration sessions with internal stakeholders
• Support training teams in identifying training needs and delivering quality inputs
• Ensure compliance with company policies and client requirements

Required Skills & Qualifications:

• Minimum 25 years of experience in Quality (BPO Customer Process & Sales process)
• Strong knowledge of quality tools, audit frameworks, and KPIs
• Excellent communication and analytical skills
• Experience in handling calibrations and client interactions
• Proficiency in MS Excel and reporting
• Ability to work in a fast-paced environment

Preferred Skills:

• Six Sigma / Quality certification (Green Belt preferred)
• Experience in voice or blended process

What We Offer:

• Competitive salary
• Growth opportunities
• Dynamic work environment

Job Classification

Industry: BPO / BPO
Functional Area / Department: Quality Assurance
Role Category: Quality Assurance - Other
Employment Type: Full time