发布 Jun 09, 2023 224 查看
AM Quality Assurance will be responsible for managing the quality standards in the contact center. He will be responsible for ensuring the quality standards are unto mark in order to avoid any issue in the delivery of the daily operations.
Responsibilities
- Monitor customer service performance at the agent and project level
- Continuously come up with plans to improve Quality across project
- Identify training needs and organize training to meet quality standards
- Help agents improve their performance with specific instructions and constant support
- Design Training Programs that relate & contribute towards strategic goals
- Ensure day to day Quality operations are managed effectively & efficiently
- Conduct audits as per defined guidelines and sampling for transaction monitoring
- Create and publish regular reports with management and clients (daily, weekly, monthly)
- Identify gaps and conduct feedback and refresher sessions with agents to improve quality of calls
- Drive calibration sessions with internal or external with client
- To conduct quality induction for new hire batch
- Provide employees with training and coaching to help them improve their calls handling skills
- Track the performance of employees to identify trends and make sure they meet performance goals
- Review current standards and policies, drive process improvement initiatives
- Keep records of quality reports, statistical reviews, and relevant documentation
- Analyze the data gathered, plan accordingly to improve quality & Customer experience
Education and Experience:
- Minimum Graduate (Preferably in Business Administration ) with 4-5 years of experience in Quality Assurance in BPO Industry/ Contact centre or some other IT Industry .
- Fluent with English Communication and confident personality ,
- Flexible with timings and work routine (6 Days a week).
- Salary Range (100k -150k with other benefits i.e. PF, IPD, OPD, EOBI, Fuel)
Abacus Consulting
For over 23 years, Abacus Consulting has been offering cutting-edge business solutions helping organizations to transform their visions into realities through a combination of latest business methodologies and technological tools. The business value offered by Abacus Consulting has a deep scale, is industry focused and technology driven with a world class delivery capability. We help clients transform their businesses and be the market leaders. We offer a wide range of products and services, including strategy consulting, privatization and public-private partnerships, mergers, acquisitions and divestitures, business advisory services, sector search and research, environmental advisory services, SAP implementation and education, enterprise performance management, supply chain & operations management, application development and management, mobile applications, business process outsourcing, organization design and development, HR surveys, change management and HR functional solutions./p
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