Oversee the quality initiative for the entire Outbound channel (VRM, OCC, NR and related multiple campaigns) at Customer Experience Centre covering all the locations (Thane, Noida, Bangalore).
Develop a robust quality framework and work closely with the channel to ensure adherence.
Manage and develop a team of Quality Analysts by implementing clear goals and objectives, productivity measures, development plans and career pathing opportunities.
Manage and monitor operational activities across locations related to successfully completing quality work (e.g., work plans/schedules, call monitoring, case files, productivity tracking and other quality reviews).