Quality Manager
Gratitude IncQuality Manager
Job Description
Key Skills
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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 on 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 in 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.
Role
Head/Vice President/General Manager-Training & Development
Timings
Night Shift (Permanent)
Industry
BPO
Work Mode
Work from office
Functional Area
Top Management
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- Giving the VNA round?
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- How would you handle an irate customer?
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