Assistant Manager– Quality
KOHLER India
Date: 3 weeks ago
City: Pune, Maharashtra
Contract type: Full time
Job Title: Assistant Manager– Quality (Contact Centre)
Location: Pune
Department: Quality Assurance
Reports to: Operations Head
Experience Required: 10+ Years in Quality Assurance in a Contact Centre Environment
Job Summary
We are seeking a seasoned and quality-focused Assistant Manager – Quality to lead our Contact Centre quality assurance initiatives. The ideal candidate will have over 10 years of proven experience in a similar role, with deep expertise in designing quality frameworks, driving continuous improvement, and enhancing the overall customer experience through robust QA processes.
Key Responsibilities
Quality Management: Oversee and continuously refine the quality assurance framework across all customer interactions – voice, email, chat, and digital.
Monitoring & Audits: Analyse quality interactions of Operations team; ensure timely and effective call audits, evaluations, and reporting.
Process Improvement: Analyze audit results to identify trends and systemic issues. Work closely with operations, training, and compliance teams to drive process enhancements.
Feedback Mechanisms: Facilitate timely and constructive feedback loops with agents and team leaders; recommend targeted coaching based on audit findings.
Client & Stakeholder Management: Interface with clients (internal or external) to present quality insights, drive improvement plans, and ensure alignment with SLAs and KPIs.
Reporting & Analytics: Deliver regular dashboards, trend analyses, and quality performance metrics to leadership teams.
Compliance & Standards: Ensure adherence to organizational and regulatory quality standards (e.g., ISO, COPC, etc.).
Team Development: Coach and mentor team members, promoting a culture of continuous learning and improvement.
Key Requirements
Minimum of 10 years of experience in Quality Assurance within a Contact Centre/BPO/KPO setup.
At least 5 years in a team lead or assistant manager capacity.
Strong knowledge of quality tools and methodologies (e.g., Six Sigma, COPC, Root Cause Analysis).
Proficient in using QA tools and reporting systems (e.g., NICE, Verint, Calabrio, Tableau, Excel, Power BI).
Excellent communication, interpersonal, and stakeholder management skills.
Analytical mindset with attention to detail and a proactive problem-solving approach.
Experience working with diverse teams in high-volume, multi-channel contact centre environments.
Preferred Qualifications
Graduate/Postgraduate in any discipline.
Certifications in Quality (e.g., Six Sigma Green/Black Belt, COPC) are highly desirable but not mandatory.
Exposure to global service delivery or offshore client management is a plus.
Location: Pune
Department: Quality Assurance
Reports to: Operations Head
Experience Required: 10+ Years in Quality Assurance in a Contact Centre Environment
Job Summary
We are seeking a seasoned and quality-focused Assistant Manager – Quality to lead our Contact Centre quality assurance initiatives. The ideal candidate will have over 10 years of proven experience in a similar role, with deep expertise in designing quality frameworks, driving continuous improvement, and enhancing the overall customer experience through robust QA processes.
Key Responsibilities
Quality Management: Oversee and continuously refine the quality assurance framework across all customer interactions – voice, email, chat, and digital.
Monitoring & Audits: Analyse quality interactions of Operations team; ensure timely and effective call audits, evaluations, and reporting.
Process Improvement: Analyze audit results to identify trends and systemic issues. Work closely with operations, training, and compliance teams to drive process enhancements.
Feedback Mechanisms: Facilitate timely and constructive feedback loops with agents and team leaders; recommend targeted coaching based on audit findings.
Client & Stakeholder Management: Interface with clients (internal or external) to present quality insights, drive improvement plans, and ensure alignment with SLAs and KPIs.
Reporting & Analytics: Deliver regular dashboards, trend analyses, and quality performance metrics to leadership teams.
Compliance & Standards: Ensure adherence to organizational and regulatory quality standards (e.g., ISO, COPC, etc.).
Team Development: Coach and mentor team members, promoting a culture of continuous learning and improvement.
Key Requirements
Minimum of 10 years of experience in Quality Assurance within a Contact Centre/BPO/KPO setup.
At least 5 years in a team lead or assistant manager capacity.
Strong knowledge of quality tools and methodologies (e.g., Six Sigma, COPC, Root Cause Analysis).
Proficient in using QA tools and reporting systems (e.g., NICE, Verint, Calabrio, Tableau, Excel, Power BI).
Excellent communication, interpersonal, and stakeholder management skills.
Analytical mindset with attention to detail and a proactive problem-solving approach.
Experience working with diverse teams in high-volume, multi-channel contact centre environments.
Preferred Qualifications
Graduate/Postgraduate in any discipline.
Certifications in Quality (e.g., Six Sigma Green/Black Belt, COPC) are highly desirable but not mandatory.
Exposure to global service delivery or offshore client management is a plus.
How to apply
To apply for this job you need to authorize on our website. If you don't have an account yet, please register.
Post a resumeSimilar jobs
Data Aanalayst
Infosys,
Pune, Maharashtra
2 days ago
Should have the hands on experience to train computer vision and deep learning models to solve computer vision use cases.Should be able to create and optimize algorithms for image and video analysis, for tasks such as object detection, image recognition, segmentation and video analytics.Should have expertise on different object tracking algorithms and track multi objects in multi cameras.Should be able...
Assistant Manager - Commercial Vehicle Retail
Bajaj Finserv,
Pune, Maharashtra
2 days ago
Location Name: Pune - WakdewadiJob Purpose“This position is open with Bajaj Finance ltd.” NSB business is a new business formed recently which aims at serving as virtual Joint Venture between BFL & the partners. To support the business, we have set up an exclusive collections team which will help the NSB business to have the least NPA.Culture Anchor:Work Hard -...
Event Management Associate in Pune
Event Backend,
Pune, Maharashtra
3 days ago
Are you a highly organized and enthusiastic individual with a passion for event management? We are looking for an Event Management Associate to join our dynamic team at a leading Event Backend company. Assist in the planning and execution of events from start to finish Coordinate with clients, vendors, and internal teams to ensure seamless event logistics Manage event budgets...
