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Assistant Quality Assurance Manager
2 weeks ago
Company Description
Abacus has been providing advanced business solutions for more than 35 years to help organizations realize their potential. Our solutions are the result of a convergence of the latest business practices and cutting-edge technologies, and we emphasize the value of working collaboratively with clients.
About the job
- Monitor customer service performance at the agent and project level
- Continuously come up with plans to improve Quality across project
- Identify training needs and organize training to meet quality standards
- Help agents improve their performance with specific instructions and constant support
- Design Training Programs that relate & contribute towards strategic goals
- Ensure day to day Quality operations are managed effectively & efficiently
- Conduct audits as per defined guidelines and sampling for transaction monitoring
- Create and publish regular reports with management and clients (daily, weekly, monthly)
- Identify gaps and conduct feedback and refresher sessions with agents to improve quality of calls
- Drive calibration sessions with internal or external with client
- To conduct quality induction for new hire batch
- Provide employees with training and coaching to help them improve their calls handling skills
- Track the performance of employees to identify trends and make sure they meet performance goals
- Review current standards and policies, drive process improvement initiatives
- Keep records of quality reports, statistical reviews, and relevant documentation
- Analyze the data gathered, plan accordingly to improve quality & Customer experience
Compensation & Benefits:
- Salary: Market Competitive (Based on experience and expertise).
- 34 Paid Leaves Annually – Work-life balance is important to us.
- Annual Increment – Performance-based growth opportunities.
- Provident Fund & EOBI – Secure your future with our financial benefits.
- Comprehensive Medical Insurance – Coverage for you and your family.
- Permanent Position with Growth Prospects – Stability and career advancement.
