Quality Assurance Manager-Telco
Gratitude IncQuality Assurance Manager-Telco
Job Description
Key Skills
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JD:
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.
Experienced Specialist in one specialized discipline as well as having a thorough understanding of related disciplines.
Will most often be a driving force behind the development of new solutions for programs, complex projects, processes or activities.
Serves as final decision/opinion maker in the area, coaches, mentors and trains others on the area of expertise.
Ensures the implementation of short to medium term activities within the business area OR support sub-function in the context of the strategy for the department.
Ensures appropriate policies, processes & standards are developed and implemented to support short to medium term tactical direction.
Leads a team of Specialists ,sometimes with several hierarchical levels, with full employee lifecycle responsibility.
Non-Negotiable Requirements
Recent Telecommunications (Telco) experience is required.
At least 2–3 years of BPO experience with a Telco account.
At least 1 year of experience as a QA Manager.
Experience handling the AT&T program is an advantage.
Pre-Screening QUESTIONS:
Educational attainment
Years of BPO experience in a Telco account
Years of experience as a QA Manager
Do you have experience handling the AT&T program? If yes, how many years?
Last drawn salary
Expected salary
Role
Quality Manager
Timings
Night Shift (Permanent)
Industry
BPO
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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