QSSR-iSon-ASSISTANT MANAGER QUALITY ANALYST

CLIENT: iSON

JOB TITLE: Assistant Manager, Quality Analyst

REPORTS TO: Location Head and Functionally to Regional Quality Head

POSITION SUMMARY:

The Assistant Manager – Quality and Skills Development works closely with the Operations team to define, standardize and monitor quality parameters and thereafter make recommendations for ongoing improvements. Oversee the Skills Development activities in ensuring delivery of training programs; methodology to identify training needs; assessment efficiency of training programs. Plays a crucial role in the design and documentation of standard operating procedures including quality evaluation methodology based on organizational and client requirements. Continuously reviews processes and procedures, and provides ongoing feedback for continuous improvements in quality standards.

DUTIES & RESPONSIBILITIES:

1. To prepare and Implement a Quality assurance process based on Quality Assurance Plan.
2. Undertakes frequent root causes analysis pertaining to customer complaints/frequent queries and develops action plans to address the same.
3. Ensures the Quality team undertakes evaluations per agent based on the set out frequently and parameters.
4. Prepares regular performance reports including trend analysis for internal discussion or client reviews.
5. Provides coaching and feedback to the quality team.
6. Managing overall call center Quality services – internal and external Quality Checks.
7. Align quality evaluations to iSON and client requirements.
8. Ensure daily evaluations as prescribed are conducted by the Quality Assurance team in addition to participating in calibration sessions with the client.
9. Conduct regular internal audits based on defined processes and procedures to ensure compliance and adherence to procedures.
10. Manage day-to-day performance of Quality Analysts including providing them with guidance and coaching on their day-to-day duties.
11. Review and prepare measures to reduce fraud risk and any other risks to the process.
12. Reviewing and providing suggestions to Management on Areas of improvement that will help in the growth of the company.
13. Manage Client and corporate communications on quality-related matters.
14. Initiating and managing Initiatives on process improvement and value add to Clients.
15. To identify areas of value creation for clients through the analysis of data on quality measures to enhance the creation of customer value and satisfaction.
16. Provides inputs into the design of learning and development programs to enable customer care executives to internalize key service deliverables.
17. To identify and assess training needs for employees including training assessment methods.

KNOWLEDGE AND SKILLS:

1. Minimum of Bachelor’s degree from a registered tertiary institute
2. Excellent client management skills
3. Excellent presentation and influencing skills
4. Strong work ethic and passion for customer experience.
5. Strong organization skills with the ability to prioritize workloads and work within tight deadlines
6. Ability to work collaboratively in a team environment
7. Good Analytical Skills
8. Exposure to Six Sigma, TQM, Policy Deployment, ISO, and/or other macro approaches to Excellence.
9. Extensive work on Problem-Solving tools & techniques

WORK CONDITIONS:

Ability to work extra hours /weekends and/or public holidays if required in order to meet business needs.

Note: The deadline for applications is no later than 5:00 pm, May 22nd, 2023

Only shortlisted applicants will be contacted.

Q-SOURCING SERVTEC IS AN EQUAL-OPPORTUNITY EMPLOYER. ANY SOLICITATION WILL LEAD TO DISQUALIFICATION