Quality Assurance Manager

Eligibility Criteria: Any Graduate/Postgraduate

Responsibilities

• Monitor agents for compliance with established processes, policies and guidelines.
• Work with the supervisor and/or team lead to provide feedback and coaching to agents based on evaluation results.
• Analyze information and utilize to build recommendations to reduce errors and improve process performance.
• Create and maintain tracking reports in relation to performance.
• Monitor Site performance against key business metrics like Productivity, Accuracy, Project
• Baseline Targets, Quality Score, QC Accuracy, Staff Utilization.
• Accountable to provide timely and efficient service to clients; review the operations and take proactive measures to avoid escalations, ensure team understands how to leverage resources to address issues, and delegate workload across the leadership team.
• Actively initiate, drive and participate in Outlier Man...