Manager Quality

Job Title:

Job Description

Key Responsibilities

• Manage Call Quality & Client related KPI's
• Evaluating effectiveness of TQ interventions
• Create and maximize relationships with client partners
• Strengthening Quality management processes / framework to improve quality delivery
• Accurately capture SLA/SLO metrics, the reporting needs of all clients and set up / customize processes to seamlessly meet client's expectation
• Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching.
• Create a positive work environment through employee engagement resolve employee relation issues in a professional and timely manner.
• Ability to generate and implement out of the box ideas and Process improvement initiatives in the process.
• Drive Process control & Compliance in addition to...