Manager Quality Control

Morning Shift

Job Description:

The Quality Control (QC) Manager will oversee the activity of the quality control department and staff, developing, implementing, and maintaining a system of quality and reliability testing for the organization's services.

Duties & responsibilities:

  • Identifies and sets appropriate quality standards and parameters to improve our service quality.
  • Communicates quality standards and parameters to the QC team, product development team, and other appropriate staff.
  • Coordinates and participates in designing call monitoring formats and processes to better assess the communication between sales and customers (via calls, WhatsApp, and emails).
  • Monitoring all operations that affect the quality and suggest process improvement plans to increase it.
  • Assessing customer requirements and ensuring that these are met.
  • Keeping a compliance check on the company’s policies and SOPs.
  • Look out for fraudulent activities.
  • Suggest/design systems so that any wrongdoings can be highlighted automatically without manual checks or human interference.
  • Coordinating with the Learning & OD team to develop training programs for sales staff to help them improve the quality of calls and chats.
  • Provides actionable data to various internal support groups as needed.
  • Provides feedback to call center team leaders and managers.
  • Prepares and analyzes internal and external quality reports for management staff review.
  • Performance management of subordinate staff.
  • Supervise the overall QA/QC operations
  • Perform other duties as assigned.

Qualification & Experience:

  • Master’s degree or equivalent
  • A minimum of 5-7 years experience in the capacity of Quality Control for inbound call centers

Skills Required

  • Perfect command of the English language (verbal and written both)
  • Analytical Skills
  • Hands-on experience of CRM systems
  • Proficiency in Microsoft Office

Key Benefits:

  • Market competitive salary package
  • Annual Bonus
  • Career growth opportunities
  • Medical & Life Insurance
  • Provident Fund & EOBI
  • Subsidized transport facility (subject to availability)

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