QA Manager

Schedule: Shifting Schedule

Requirements & Skills:

- Undergraduate/Graduate/Postgraduate
- Ability to conduct error analysis, identify process gaps and share process improvement ideas.
- Ability to work closely with Central Quality team to conduct process improvements and
- Projects on multiple locations on a timely manner.
- Proven ability to achieve and maintain departmental quality standards.
- Strong written communication skills. Excellent grammar, spelling, and sentence construction.
- Good power point and excel skills

Responsibilities:

- Manage a team of 15-20 quality analysts.
- Monitor agents for compliance with established processes, policies and guidelines.
- Work with the supervisor and/or team lead to provide feedback and coaching to agents based on evaluation results.
- Analyze information and utilize to build recommendations to reduce errors and improve process performance.
- Monitor Site performance against key business metrics like Productivity, Accuracy, CSAT, Quality, AHT etc.
- Baseline Targets, Quality Score, QC Accuracy, Staff Utilizations, CSAT
- Actively initiate, drive and participate in Outlier Management, Quality initiatives, process change initiatives, Six SIGMA/Lean/Kaizen activities, etc