Assistant Manager - Quality
- Coforge
- 4 - 6 years
- Noida, Gurugram
- 5 months ago
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Job Description
Job Title:Assistant Manager - QualityJob Designation Assistant Manager - QualityVertical:TravelLocation:GurugramSalary Range : Position Type :PermanentHR Contact: Panelist :Sugandha Kamra, Deepak SharmaA. Pre-requisite for the roleEssential Qualification and Work Experience:
Soft Skills :
- Excellent analytical, communication, and interpersonal skill
- Strong leadership and team management skills
Technical Skills:
- Strong knowledge of travel industry standards, regulations, and best practices.
- Proficiency in quality monitoring tools and software.
- Ability to work in a fast-paced environment and manage multiple priorities.
- Proficient in MS Office Suite (Word, Excel, PowerPoint)
- Attention to detail and a commitment to quality.
- Problem-solving and critical-thinking abilities.
Preferred Qualification:
- Bachelors degree.
- Minimum of 4-5 years of experience in a quality assurance role within a BPO environment, preferably in the travel domain.
Preferred Technical Skills:
- Certification in Quality Assurance (e.g., Six Sigma, COPC) is a plus.
B. Position Summary:
Essential duties and responsibilities include the following (other duties may be assigned)The Transaction Quality Assistant Manager in the BPO Travel domain is responsible for ensuring the highest quality standards in customer interactions and transaction processes. This role involves monitoring, analyzing, and improving transaction quality to enhance customer satisfaction and operational efficiency.Quality Monitoring and Evaluation:
- Oversee the quality monitoring process for customer interactions (calls, emails, chats) and transaction processing.
- Conduct regular audits and evaluations to ensure compliance with quality standards and guidelines.
- Identify areas of improvement and provide actionable feedback to agents and supervisors.
Data Analysis and Reporting:
- Analyze quality scores, trends, and patterns to identify root causes of quality issues.
- Prepare and present detailed reports on quality performance to management.
- Develop and track key performance indicators (KPIs) related to transaction quality
Training and Development:
- Collaborate with the training team to design and deliver quality training programs for agents.
- Conduct refresher training sessions based on audit findings and quality gaps.
- Mentor and coach agents to enhance their performance and adherence to quality standards
Process Improvement:
- Work with cross-functional teams to identify and implement process improvements.
- Participate in the development and revision of quality assurance policies and procedures.
- Ensure that all processes align with industry standards and client requirements
Client and Stakeholder Management:
- Act as the point of contact for quality-related queries from clients and stakeholders.
- Participate in client calls and meetings to discuss quality performance and improvement plans.
- Ensure client satisfaction by maintaining high-quality standards in service delivery
Compliance and Documentation:
- Ensure adherence to regulatory and compliance requirements specific to the travel domain.
- Maintain comprehensive documentation of quality assurance activities and findings.
- Assist in internal and external quality audits.
Coforge BPS Solutions Pvt Ltd
Coforge is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, or gender identity, or any other basis as protected by applicable law
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: OperationsRole: Assistant ManagerEmployement Type: FreshersContact Details:
Company: CoforgeLocation(s): Noida, Gurugram
Keyskills: Communication skills Quality Audit Quality Monitoring QC Tools Quality Check Data Analysis Evaluation And Management Quality Management Quality Assurance
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