
Assistant Quality Assurance Manager
Job Description
Key Skills
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1HC need for Aura, 1HC Need for EDSA
JOB DESCRIPTION:
• Monitors and evaluates the quality of inbound and/or outbound telephone calls and other customer contact methods (e.g., email, chat) for accuracy and adherence to quality standards.
• Documents quality issues and performance measures for management review. Provides information to assist in the feedback and formal education process of individuals on the phone.
• Positions on this level have advanced knowledge and experience and participates in/leads the development of new solutions/projects. Shares best practice and advice to the co-workers in the professional area. Not only generates own workload but outlines directions to others. Can supervise and coordinate lower-level specialists being single point of contact in complex matters.
• Coordinates the daily operations, enables and oversees the implementation of short to medium term activities within the team.
• Delivers input to policies, processes and standards, where decisions are of tactical and operational nature within a defined scope. Manages a mixed team of Specialist and Support jobs., with full employee lifecycle responsibility.
QUALIFICATIONS:
• Positions on this level have advanced knowledge and experience and participates in/leads the development of new solutions/projects.
• Shares best practice and advice to the co-workers in the professional area. Not only generates own workload but outlines directions to others.
• Can supervise and coordinate lower-level specialists being single point of contact in complex matters.
• Coordinates the daily operations, enables and oversees the implementation of short to medium term activities within the team. Delivers input to policies, processes and standards, where decisions are of tactical and operational nature within a defined scope.
• Manages a mixed team of Specialist and Support jobs., with full employee lifecycle responsibility.
•At least 2 years of experience as a Quality Assurance Manager/ or relevant experience in BPO •Must have experience in Retention and Sales LOB(Non negotiable)
Role
QA Analyst
Timings
Rotational Shifts (Permanent)
Industry
Accounting / Finance
Work Mode
Work from office
Process
Voice
Functional Area
ITES / BPO / Customer Service
Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.

Interview Tips
- Giving the VNA round?
- What are the most important skills you acquired as a Soft Skills/VNA trainer?
- How would you handle an irate customer?
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