Quality Assurance Manager Customer Experience @ Trayam Exports

Job Description

Responsibilities: Quality Assurance: Oversee and uphold company quality standards for phone-based customer interactions. Team Leadership: Manage a team of quality analysts and coordinators, including hiring, training, and performance evaluations. Process Improvement: Identify opportunities for enhancing efficiency and customer satisfaction, implementing strategies accordingly. Data Analysis: Analyze quality data and customer feedback to identify trends and areas for improvement, making data-driven decisions. Compliance: Ensure team adherence to all applicable laws, regulations, and company policies, particularly in highly regulated industries. Training and Development: Provide ongoing training and coaching to quality analysts to enhance evaluation skills and maintain industry best practices. Reporting: Generate and present regular reports on quality metrics, performance, and areas needing attention to senior leadership. Stakeholder Communication: Collaborate with various stakeholders, including customer service teams and management, to address quality-related issues and develop action plans. Continuous Improvement: Initiate and lead projects aimed at improving voice processes and customer experiences. Conflict Resolution: Address conflicts within the team, working towards positive resolutions for a productive work environment. Customer Focus: Maintain a customer-centric approach, ensuring interactions meet or exceed customer expectations.,

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Rs 0 - 50K PM Rs 50K - 1 LPA Rs 1.0 - 1.5 LPA Rs 1.5 - 2.0 LPA Rs 2.0 - 2.5 LPA Rs 2.5 - 3.0 LPA Rs 3.0 - 3.5 LPA Rs 3.5 - 4.0 LPA Rs 4.0 - 4.5 LPA Rs 4.5 - 5.0 LPA Rs 5 - 6 LPA Rs 6 - 7 LPA Rs 7 - 8 LPA Rs 8 - 9 LPA Rs 9 - 10 LPA Rs 10 - 12 LPA Rs 12 - 14 LPA Rs 14 - 16 LPA Rs 16 - 18 LPA Rs 18 - 20 LPA Rs 20 - 22 LPA Rs 22 - 24 LPA Rs 24 - 26 LPA Rs 26 - 28 LPA Rs 28 - 30 LPA Rs 30 - 32 LPA Rs 32 - 34 LPA Rs 34 - 36 LPA Rs 36 - 38 LPA Rs 38 - 40 LPA Rs 40 - 42 LPA Rs 42 - 44 LPA Rs 44 - 46 LPA Rs 46 - 48 LPA Rs 48 - 50 LPA Rs 50 - 75 LPA Rs 75 Lakh - 1C PA Rs 1 Crore+ PA

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Keyskills:   Quality Assurance Team Leadership Process Improvement Data Analysis Compliance Training Development Reporting Continuous Improvement Conflict Resolution Customer Focus