Qualifications:- Minimum of 3-5 years of experience in quality assurance, with at least 1-2 years in a supervisory or leadership role within a BPO environment.
Strong ability to analyze data, identify trends, and make data-driven decisions.- Ability to lead, motivate, and develop a team of quality analysts.
In-depth understanding of BPO operations, metrics, and industry best practices.
- Knowledge of key performance indicators (KPIs) and how to use them to drive improvement.
Strong planning and organizational skills to manage multiple projects and prioritize tasks effectively.
Monitor and Evaluate Performance
- Oversee the quality of service provided by BPO agents by regularly reviewing call recordings, emails, and other customer interactions.Develop and Implement Quality Standards
- Create and maintain quality assurance policies, procedures, and guidelines to ensure consistent service delivery.Conduct Training and Coaching - Train and mentor quality assurance analysts on evaluation techniques, tools, and best practices.
- Handle Escalations - Address and resolve complex quality issues or escalations that require senior-level intervention or specialized expertise.
Collaborate with Other Departments
- Work closely with training, operations, and management teams to align quality assurance efforts with overall business objectives.
Job Types: Full-time, Permanent
Benefits: Promotion to permanent employee
Schedule:
OvertimeSupplemental Pay: Overtime pay
