Driving Quality and Training Function
Ensuring Standard Pitch across all Centre Centres
Strong analytical skills with expertise in analysis of quality performance metrics for call center/support center operations
Strong knowledge of report development, production and interpretation
Experience with quality management tools, such as call monitoring software, and customer
Strong communication (verbal, written, presentation) skills. Provides others with reliable
information and delivers informative and persuasive presentations. Uses good listening skills and negotiates effectively.
Project management experience and/or certification preferred. Successful track record designing, developing, and executing complex projects in area of functional expertise
Ability to establish and maintain effective working relationships at the management level across functional groups and business units. Adeptness to influence the thinking of, or gain acceptance from, others in sensitive situations, using influence and preventing damage to the relationships
Strong capacity to communicate the function’s vision and the department’s direction and set aligned goals. Provides resources and creates systems to measure results.
Collaboratively engages with leaders to create, identify, and implement solutions to further effectiveness of the business Ability to travel intermittently
Identify & implement the most effective methods to measure quality among various levels and roles throughout the ETLI Contact Centres, i.e., call monitoring, dashboard reporting, and performance trending
Develop and deploy quality monitoring guidelines, standard operating procedures and quality forms
Design, develop, and deploy quality assurance reporting capabilities providing actionable insights enabling both employee and business process improvements and performance insight
Evaluate and schedule regular review of policy and process changes impacting training documentation and quality monitoring practices to ensure alignment with operational practices
Partner with training to ensure QA participation with new programs, new hire classes and recurrent programs. Partner with Hospitality Support Leadership with regard to continuous improvement initiatives.
Produce daily, weekly and monthly quality results & metrics along with recommendations for continuous improvement. Trends QA information for process/ performance improvement.
Selects calls/ service requests for performance evaluation in a random fashion to provide a valid sampling representative of overall performance levels.
Conducts group monitoring & calibration sessions. Leads QA internal calibration sessions.
Communicates trend information to management, training and internal partners.
Shares best practice quality and process related information with QA Team.
Conducts new hire quality assurance training. Demonstrates the QA process, review performance related variables, evaluation criterion and process.
Assists in new hire or recurrent training delivery as required.
Performs special projects and other duties as assigned by management as required.
i tech solutions is a leading recruitment, staffing and IT solutions provider based out of... Mumbai Maharashtra(India),having a robust, well established IT consulting & Executive search division providing time efficient & cost effective Business and people management solutions. Read full description