Description

You will manage quality standards and process improvements within the contact center environment.

Responsibilities

• Conduct process-related audits to ensure accuracy and adherence to SOPs.
• Prepare MIS reports and analyze quality scores to create actionable improvement plans.
• Lead calibration sessions and facilitate training need analysis to enhance team capability.
• Drive projects focused on increasing user satisfaction, productivity, and process quality.
• Maintain consistent SOP documentation and ensure feedback turnaround time targets are met.

Required Skills

• 12+ months of experience in a Quality Assurance role.
• Proficiency in MS Office, specifically Excel and presentation tools.
• Ability to analyze performance measurement metrics and develop measurable plans of action.
• Strong group presentation and communication skills.
• Experience in conducting audits and maintaining audit accuracy.
• Ability to manage multiple tasks and adjust to changing priorities with limited supervision.
• Strong organizational and time management skills.

Preferred Skills

• Experience in curriculum updates or revision projects.

Key Skills

Education

Any Graduate