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Full-Time Quality manager
Job Description
Job description:
Quality Assurance:
- Associate will be responsible for ensuring Call, Email & Ticket quality. The QA monitors required samples of voice & non-voice-based transactions on Quality Evaluation form included with predefined quality parameters agreed between TECHM and GETINGE. QA also publishes a comprehensive report on the overall quality of the project.
- Random & stratified Sampling method will be used to audit the calls and emails
- Coaching & Feedback sessions
- Joint call monitoring sessions with respective assigned teams & other stakeholders
- Provide process updates as per requirement
- Conduct Team Huddles to discuss the Quality scores and areas of opportunities
- Provide Feedback/Quality tips to improve customer experience
- Recognize Agent with excellent performance levels
- Bottom Quartile management
- Root cause analysis as per requirement (Complaints, Negative Survey response etc.., )
- Participate in internal/external calibration sessions
- Drive process improvement initiatives
- Handle production activities – to answer Call / Chat / ticket volume spikes
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