quality manager|BPO

· Should be from BPO Industry.

· Work location- Kolkata

· Should have lead the team of QAs for process improvement, Client matrix , C-sat etc.

· Meeting the Benchmark Quality SLA for the programme.

· Performing Daily Team meeting to identifying errors and implement best practices for better call quality.

· · Using appropriate data management system to compile and track performance at team and individual level.

· · Participating and facilitating Calibrations sessions to check understanding and maintain consistency with feedback.

· · Providing training team with actionable data as and when required.

· · Providing feedback to Call Center team leaders and managers.

· · Preparing and analyzing internal and external quality reports / presentations for management staff review.

· · Regular meetings with Site owner and client on Progress