Quality Head – BPO/Contact Centre (7-10 yrs)

Job Description :

1. Drafting quality assurance policies and procedures.

2. Uses a quality monitoring system to compile and track performance at team and individual level

3. Quantify business cases and drive cross -functional partners to change our systems, processes, and policies to achieve better outcomes

4. Partner with category leads/BU heads to improve business performance by pro-actively solutioning to fine tune standardize call quality.

5. Perform and improvise PIP calibration sessions whenever required


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