Quality Manager

Job Code # 288

Job Location-  Mumbai

Salary- 10 LPA to 15 LPA

Key skills-
a) Any Graduate
b) Six Sigma Black Belt
c) Min 8 Years Exp in Contact Center Operations
d) Min 2 Years Experience in Quality

Job Description-
• Six Sigma Black Belt, Agile certified-Scrum Master
• Compile and analyze Quality information regarding the product
• Be able to write clear, informative reports that highlight the main findings.
• Have the ability to discuss quality standards and how to accomplish them with other employees.
• Reviewing customer feedback and understanding customer demands and expectations of products and services
• Working with management teams to provide recommendations and solutions to quality issues
• Investigating root causes of defects and recommending solutions for quality issues
• Onboarding and training new quality control team members
• Staying up to date with new quality control techniques and methods
• Respond to customer service issues in a timely manner.
• Create effective process procedures, policies, and standards.
• Develop customer experience enhancement goals and coordinate with the team to meet them on a steady basis
• Maintaining positive relationships with customers
• Determining ways to improve service efficiency without sacrificing customer experience.
• Assess service statistics and prepare detailed reports on your findings.
• Remaining organized and meeting deadlines
• Building partnerships and liaising with team leaders to meet client KPIs and solutions for issues that may arise
• Maintain accurate records and document all customer service activities and discussions
Competencies/Skills:
▪ Experience in customer service, leadership.
▪ Experienced in client management
▪ Good computer skills and the ability to use business support software.
▪ Strong customer service, project management, and quality control skills.
▪ Good resource planning skills.
▪ Excellent leadership and customer service skills.
▪ Strong teamwork skills and attention to detail