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Full-Time Quality manager

Smartedge solutions – Posted by Phani kanth Anywhere

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

Job Categories: IT. Job Types: Full-Time.

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