Assurance Quality Manager

10 hours ago


Lahore, Punjab, Pakistan beBee Careers Full time
Responsibilities

We are seeking an experienced professional to oversee and refine quality assurance processes, drive continuous improvement initiatives, and collaborate with cross-functional teams to optimize performance, compliance, and training strategies.

Key Responsibilities:
  1. Strategic Planning: Develop and implement effective quality assurance frameworks and strategies across teams and projects to ensure consistent, high-quality service delivery.

  2. Process Improvement: Regularly assess agent-customer interactions to ensure adherence to established quality standards and service level agreements.

  3. Coaching and Development: Provide coaching and support to team members to strengthen their performance, communication, and problem-solving skills.

  4. Communication: Engage with operations teams, clients, and stakeholders to provide updates, address performance issues, and implement improvements.

  5. Talent Development: Design and deliver impactful training programs to agents, focusing on performance enhancement, soft skills development, and compliance adherence.

  6. Performance Management: Analyze performance data to uncover trends and suggest actionable strategies for enhancing both efficiency and customer satisfaction.

  7. Project Management: Manage multiple initiatives and ensure on-time execution, while maintaining high compliance levels.

  8. Leadership: Demonstrate leadership abilities, with the capacity to work autonomously, manage teams, and make informed decisions.

  9. Database Management: Solid understanding of database management, ensuring proper handling and analysis of QA data.

  10. Regulatory Compliance: Ensure strict adherence to industry regulations, client-specific policies, and internal quality standards.



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