Hiring for Quality Manager for International process.- Candidate must have an experience into technical voice or blended process. - Develop and implement QA Frameworks, SOP's and evaluation processes - Analyze call/chat/email evaluations, identify trends, and suggest improvements - Ensure Compliance with client specific KPI's and service level agreements - Report Key Quality Metrics - NPS, FCR, QA Scores - Drive RCA for quality deviations and develop corrective action plans - Client & Stakeholder Management (3rd Party Client Management) - Experience with Six Sigma, certified COPC or Lead Methodologies - Minimum - Green belt and Black belt certified. - In a leadership/managerial role for at least 2 years - Strong Knowledge of QA Tools, call center metrics - Proficient in PowerPoint and QA Software - Supports Innovation & Continuous Improvement
Job Title
Quality Assurance Manager