Job description

Set quality goals and metrics, and monitor performance to identify areas for improvement. ? Lead continuous quality improvement (CQI) initiatives to enhance efficiency and effectiveness. ? Partner with operations and training teams to ensure adherence to quality standards. ? Manage a team of quality analysts and coaches, providing training and development opportunities. ? Oversee the quality monitoring process, including calibration and adherence to guidelines. ? Analyze quality data, identify trends, and implement corrective action plans. ? Generate reports and presentations on quality performance for internal and client stakeholders. ? Maintain strong relationships with clients, understanding their quality expectations. ? Proactively address client concerns and develop solutions to quality issues. ? Prepare and deliver client-facing reports on quality performance and improvement initiatives. ? Build a high-performing quality assurance team, fostering a culture of quality consciousness. ? Recruit, onboard, and develop quality analysts and coaches. ? Motivate and empower team members to achieve quality goals. ? Minimum 14-18 years of experience in BPO Quality Assurance or related field. ? Proven track record of leading and implementing successful quality programs. ? Strong analytical skills with experience in quality data analysis and reporting. ? Excellent communication and interpersonal skills, with the ability to influence and build relationships across all levels.

Skills Required

Key Skills

• TRANSACTION QUALITY

Other Information