Trainng & Quality Manager
- Square Bpo Services
- 4 - 9 years
- Hyderabad
- 2 months ago
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Job Description
Job Description:
We are looking for a Quality Manager with hands-on experience in the BPO industry to lead our quality assurance efforts and ensure the delivery of high-standard customer interactions. You will play a key role in defining quality frameworks, conducting audits, coaching teams, and driving continuous improvement across customer service operations.
Key Responsibilities:
- Design and implement quality management systems tailored to BPO processes, focusing on call and service quality.
- Conduct regular quality audits (calls, chats, emails) to evaluate performance, compliance, and customer satisfaction.
- Provide actionable feedback and coaching to agents and team leads based on audit findings.
- Collaborate closely with operations, training, and client services teams to drive quality metrics and improve KPIs (e.g., CSAT, FCR, AHT).
- Analyze trends and prepare detailed quality reports to guide business decisions and process optimization.
- Lead initiatives focused on continuous improvement, customer experience enhancement, and SLA adherence.
- Ensure compliance with internal standards and client expectations through regular monitoring and root cause analysis.
Mandatory Requirements:
- Immediate availability with fluency in both Hindi and English.
- Bachelors degree in a relevant field (preferably in Business, Communications, or Quality Management).
- 24 years of proven experience in quality management within the BPO industry.
- Expertise in quality tools and frameworks such as Six Sigma, Lean, or COPC is preferred.
- Strong analytical, communication, and leadership skills.
Perks/Benefits:
- Dynamic and growth-oriented work environment.
- Performance-based incentive structure.
- Comprehensive benefits including health insurance, PF, and ESI.
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & Operations
Role Category: Operations
Role: Operations Manager
Employement Type: Full time
Contact Details:
Company: Square Bpo ServicesLocation(s): Hyderabad
Keyskills: sigma six Customer Service quality manager Quality Management CUst AHT
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Square Bpo Services
SQUARE BPO SERVICES PVT LTDSquare BPO Services Pvt Ltd a Staffing Company catering services to its Clients from 2012 We cater our services to all top MNC BPOs across the Country Healthcare, Telecom, Tech Support & Customer Services are our forte.
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