Manager - Quality (call Centre) - Female
- Frankfinn
- 9 - 12 years
- Noida, Gurugram
- 4 months ago
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Job Description
The Quality Manager is responsible for monitoring, evaluating, and improving the quality of customer interactions across the call centre. The role ensures that agents deliver excellent customer service, comply with company policies, and meet regulatory and performance standards.
Key Responsibilities
Develop, implement, and maintain a Quality Assurance (QA) framework for the call centre.
Monitor inbound and outbound calls, chats, and emails to ensure service quality, compliance, and adherence to scripts/processes.
Conduct regular audits and provide actionable feedback to agents and team leaders.
Collaborate with training teams to design coaching and development programs based on quality findings.
Analyze quality performance trends and prepare reports for senior management.
Ensure compliance with industry regulations, company policies, and customer data protection standards.
Work closely with operations to address performance gaps and improve first-call resolution and customer satisfaction scores (CSAT/NPS).
Identify opportunities for process improvement and automation to reduce errors and enhance efficiency.
Develop quality metrics and KPIs, and track progress towards targets.
Manage and mentor a team of Quality Analysts / Quality Coaches. Key Skills & Competencies:
Strong knowledge of quality monitoring tools and methodologies in a call centre environment.
Excellent communication, coaching, and interpersonal skills.
Analytical mindset with ability to interpret data and drive insights.
Attention to detail and ability to identify root causes of performance issues.
Strong organizational and leadership abilities.
Proficiency in MS Office, CRM systems, and call monitoring tools.
Roles and Responsibilities
The Quality Manager is responsible for monitoring, evaluating, and improving the quality of customer interactions across the call centre. The role ensures that agents deliver excellent customer service, comply with company policies, and meet regulatory and performance standards.
Key Responsibilities
Develop, implement, and maintain a Quality Assurance (QA) framework for the call centre.
Monitor inbound and outbound calls, chats, and emails to ensure service quality, compliance, and adherence to scripts/processes.
Conduct regular audits and provide actionable feedback to agents and team leaders.
Collaborate with training teams to design coaching and development programs based on quality findings.
Analyze quality performance trends and prepare reports for senior management.
Ensure compliance with industry regulations, company policies, and customer data protection standards.
Work closely with operations to address performance gaps and improve first-call resolution and customer satisfaction scores (CSAT/NPS).
Identify opportunities for process improvement and automation to reduce errors and enhance efficiency.
Develop quality metrics and KPIs, and track progress towards targets.
Manage and mentor a team of Quality Analysts / Quality Coaches. Key Skills & Competencies:
Strong knowledge of quality monitoring tools and methodologies in a call centre environment.
Excellent communication, coaching, and interpersonal skills.
Analytical mindset with ability to interpret data and drive insights.
Attention to detail and ability to identify root causes of performance issues.
Strong organizational and leadership abilities.
Proficiency in MS Office, CRM systems, and call monitoring tools.
Job Classification
Industry: Education / TrainingFunctional Area / Department: Customer Success, Service & OperationsRole Category: Voice / BlendedRole: Customer Retention - Voice / BlendedEmployement Type: Full timeContact Details:
Company: FrankfinnLocation(s): Noida, Gurugram
Keyskills: crm systems call audit analytical inbound customer service interpersonal skills outbound calling quality monitoring monitoring tools sql salesforce call quality outbound leadership calling coaching call monitoring communication skills ms office crm
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