Aegis Startek Hiring Quality Manager-Hyderabad
- Asian Institute
- 5 to 7 Yrs
- Hyderabad
- 5 years ago
- Email to a friend
- Report this job
Job Description
Quality Manager @ Startek
Good Analytical skills
Must have handled teams in BPO Voice process
Must have handled transactional quality / customer experience for 5 - 7 years
Must have worked upon improvement projects related to contact centre operations (AHT reduction, repeat reduction, base lining, CSAT improvement)
People management (Internal and External)
Manage the team and allocate responsibilities
Identifying process gaps
Adherence to quality and ensure quality parameters are adhered
Continuous improvement in quality metrics as set by the client/ process
Ensure the transaction monitoring piece (audit/Feedback/Coverage)
Conduct Train the Trainer (TTT) and coaching programs for trainers to upgrade the team performance.
Trainer Certifications, Audits, Feedbacks and Trainer Life cycle Development.
Imparted trainings on Leadership, self-development, etiquettes and induction programs for new joiners
Call listening and Call Calibration with the team periodically
Ensure effective delivery of Training and facilitate communication between learners and trainers by doing training batch audits.
Liaison with Recruitment, Workflow and the Operations Team to update and publish Training Calendar for new hire training batches and refreshers.
Work closely with other functions to ensure consistent focus on training requirements & initiatives
Process Improvement and to achieve Quality targets - Focus Audits, Mystery Audits, Dipstick Compliance, Extra Audits, Call Calibration with internal and external team.
Monitor feedback efficacy on weekly and monthly basis and Analyzed the reason of errors and concentrations of errors for improvement
Use the Quality Tools to run the Quality and C-SAT Projects.
mo********i@st****k.com
With the Subject Line of Applying for Quality Manager -Source Through Naukri
Contact : 9392097***/9996136***
,Employement Category:
Employement Type: Full timeIndustry: Recruitment Services
Role Category: General / Other Software
Functional Area: Not Applicable
Role/Responsibilies: Aegis Startek Hiring Quality Manager-Hyderabad
Contact Details:
Company: Asian InstituteLocation(s): Hyderabad
Asian Institute
Company ProfileAegis Customer Support Services Private Limited.We are a leading global business services provider of customer experience management. We offer a comprehensive suite of solutions that helps your business plan deeper, transparent and better optimized customer connections and experienc...
Job Listings
We are in open beta version of website, please let us know if any issues, at: info(at)indigojobs.in