Mysuru _ Assistant Manager ( Call Quality BPO) _ Kannada Language

Mpokket Financial Services; Mysuru; In loco; INR 800.000 - 1.500.000; Tempo pieno

Descrizione del lavoro

Mpokket Financial Services in Mysuru, Karnataka, India seeks an Assistant Manager Quality to oversee QA processes and drive continuous improvements. You will ensure service delivery meets standards and client expectations while leading a QA team and coordinating with training to embed quality in operations.

The role emphasizes monitoring, root cause analysis, reporting, and adherence to ISO/Six Sigma guidelines to elevate customer satisfaction and efficiency.

Competenze

• Strong analytical and problem-solving abilities.
• Excellent communication and interpersonal skills.
• Proficient in quality management tools and methodologies (e.g., Six Sigma, ISO standards).

Mansioni

• Develop and implement a quality assurance strategy aligned with organizational goals and client requirements.
• Regularly assess service delivery through monitoring calls, reviews, and performance metrics to ensure quality standards.
• Lead and manage the quality assurance team, providing guidance, support, and training to ensure effective quality evaluations and reporting.
• Provide constructive feedback to teams based on quality assessments; prepare detailed reports for management on quality performance, trends, and areas for improvement.
• Conduct root cause analyses of quality issues and collaborate with operations to develop and implement corrective actions.
• Work with training teams to ensure quality standards are integrated into training programs for new and existing employees.
• Identify opportunities for process improvements and lead initiatives to enhance service quality, efficiency, and customer satisfaction.
• Ensure adherence to industry standards, regulatory requirements, and internal policies related to quality assurance.

Conoscenze

Analytical skills

Communication skills

Quality management knowledge

Strumenti

Six Sigma

ISO standards

Descrizione del lavoro

Job Title: Assistant Manager Quality

Job Overview:

The Manager Quality is responsible for overseeing the quality assurance processes of the

organization. This role ensures that service delivery meets established standards and client

expectations, while also driving continuous improvement initiatives to enhance operational efficiency

and customer satisfaction.

Key Responsibilities:

• Quality Assurance Strategy: Develop and implement a quality assurance strategy that aligns

with organizational goals and client requirements.

• Monitoring and Evaluation: Regularly assess service delivery through monitoring calls,

reviewing interactions, and analyzing performance metrics to ensure compliance with quality

standards.

• Team Leadership: Lead and manage the quality assurance team, providing guidance,

support, and training to ensure effective quality evaluations and reporting.

• Feedback and Reporting: Provide constructive feedback to teams based on quality

assessments; prepare detailed reports for management on quality performance, trends, and

areas for improvement.

• Root Cause Analysis: Conduct root cause analyses of quality issues and collaborate with

operations to develop and implement corrective actions.

• Training and Development: Work with training teams to ensure quality standards are

integrated into training programs for new and existing employees.

• Process Improvement: Identify opportunities for process improvements and lead initiatives

to enhance service quality, efficiency, and customer satisfaction.

• Compliance and Standards: Ensure adherence to industry standards, regulatory

requirements, and internal policies related to quality assurance.

Qualifications & Skills:

• Strong analytical and problem-solving abilities.
• Excellent communication and interpersonal skills.
• Proficient in quality management tools and methodologies (e.g., Six Sigma, ISO

standards).

• Familiarity with operations metrics and performance indicators.