Assistant Manager - Quality - Bhayander Mumbai @ Pes Hr Services

Job Description

• Roles and responsibilities:
• 
  
  •  To manage transaction quality profile for an email process for our domestic insurance client
  • To conduct audits as per defined guideline and sampling for transaction monitoring
  • To ensure 100% closure of feedbacks
  • To identify gaps and conduct feedback and refresher sessions with agents to improve sales and quality of calls
  • To drive process improvement initiatives
  • To drive calibration sessions with internal or external customers
  • To conduct training for group of agents, when needed
  • To conduct quality induction for new hire batch
• Technical skills:
• 
  
  • Should be well versed with MS Office (Word, Excel, PowerPoint and Outlook)
  • Should have excellent communication skills (written and spoken)
  • Preferred to have six sigma knowledge and understanding of basic QC tools
  • Must have good analytical skills
    

• Management skills:
• 
  
  • Good Team handling skills
  • People Management
  • Good communication skills

Employement Category:

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Keyskills:   quality assurance bpo calibration csat rca call audit quality reporting transactional quality six sigma