QA Assistant Manager
- IntouchCX
- 3 - 7 years
- Hyderabad
- 2 hours ago
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Job Description
About the Role
We are transforming the way people experience customer service and are looking for a QA Assistant Manager (QA AM) to help drive excellence across operations.
In this role, you will work closely with multiple teams to identify improvement opportunities, develop corrective action plans, coach team members, and ensure key performance metrics are consistently achieved. We are seeking a strong leader with vision, analytical thinking, and a passion for building high-performing teams.
Key Responsibilities
- Lead effective communication with clients and internal teams across all levels (written and verbal)
- Ensure achievement of key performance indicators (KPIs) such as:
- Call Handle Time (AHT)
- Email Response Time
- Quality Scores
- Customer Satisfaction (CSAT)
- Identify trends, performance gaps, and operational challenges, and implement improvement plans
- Collaborate with the Training team to ensure effective onboarding and continuous learning for new and existing employees
- Ensure adherence to company policies, processes, and security compliance standards
- Coach, mentor, and guide team members to improve performance and productivity
- Adapt to a fast-paced and dynamic work environment based on business needs
Required Qualifications
- 3-5 years of experience in a leadership role, preferably in the customer service / BPO industry
- Bachelors degree or equivalent qualification in a relevant field
Interested Candidates please share your resume to
di************r@in******x.com
8660530***
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: OtherRole Category: OtherRole: OtherEmployement Type: Full timeContact Details:
Company: IntouchCXLocation(s): Hyderabad
Keyskills: Quality Control Call Monitoring Team Handling Quality Monitoring Call Quality QC Tools Call Audit Feedback Call Calibration 7Qc QA Management Six Sigma Quality
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IntouchCX
IntouchCX is a global customer care and technology company. With over 20 years of experience, 18,000+ team members, and campuses around the globe, were obsessed with providing remarkable customer experiences for the worlds most innovative brands.
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