mPokket - Assistant Manager - Quality
mPokket
Date: 6 days ago
City: Coimbatore, Tamil Nadu
Contract type: Full time
Assistant Manager - Quality
Job Summary
Quality Assurance Leadership:
Job Summary
- The Assistant Manager of Quality plays a critical role in ensuring that operations within the business team meet or exceed established quality standards and client expectations.
- They are responsible for leading quality assurance initiatives, conducting audits, providing feedback, and implementing strategies to improve performance and customer satisfaction.
Quality Assurance Leadership:
- Lead and supervise a team of Quality Analysts responsible for monitoring and evaluating operational performance.
- Develop and implement quality assurance policies, procedures, and best practices to ensure consistent service delivery.
- Provide guidance, support, and coaching to Quality Analysts to help them effectively carry out their responsibilities.
- Conduct regular audits and evaluations of operational processes and procedures to assess compliance with quality standards and client requirements.
- Analyze performance metrics and trends to identify areas for improvement and opportunities to enhance quality and efficiency.
- Collaborate with operations teams to address performance gaps and implement corrective actions as needed.
- Develop and deliver training programs to educate team members on quality standards, processes, and tools.
- Provide ongoing coaching and feedback to help team members improve their performance and adherence to quality standards.
- Stay updated on industry trends and best practices in quality assurance and incorporate relevant knowledge into training programs.
- Collaborate with client-facing teams to understand business requirements and expectations regarding service quality.
- Serve as a point of contact for internal business inquiries, escalations, and feedback related to quality assurance.
- Work with the business team to address quality-related issues and implement solutions to enhance satisfaction and retention.
- Drive continuous improvement initiatives to enhance quality, efficiency, and customer satisfaction.
- Identify opportunities for process optimization, automation, and innovation to improve quality assurance processes and outcomes.
- Monitor the effectiveness of improvement initiatives and adjust strategies as needed to achieve desired results.
- Bachelor's/Master's degree in business administration, Quality Management, or related field (preferred).
- Previous experience in a quality assurance role within a BPO or similar industry.
- Strong leadership, communication, and interpersonal skills.
- Excellent analytical and problem-solving abilities.
- Proficiency in quality assurance tools, methodologies, and techniques.
- Knowledge of BPO industry standards, regulations, and best practices.
- Willingness to work flexible hours, including weekends and holidays, as required.
- Ability to thrive in a fast-paced and dynamic environment.
- Strong commitment to teamwork, collaboration, and continuous improvement.
- Ability to prioritize tasks and manage time effectively to meet deadlines
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