Deputy Manager

Experience 3 – 5 years in above domains, Contact Center Quality BPM service industry experience Overall, 5 - 8 years’ experience Core TQ experience with acumen to value add in QA role Exp in Transformation sphere is preferable Skills and Experience Required Domain knowledge – Exposure to multiple Industry desired Soft skills – Analytical thinking, Effective coaching and feedback skills Analytical Skills – Ability to deliver meaningful insights from Quality data and convert them into actionable outcomes using Quality tools / technology Team Management – Managed a team of QAs in previous role QA skills – Exp in managing Call monitoring, Transaction sampling, RCA and Calibration activities internally and with clients QA Automation – Exp in leading some QA automation / Transformation projects Roles & Responsibilities Transformation – Be involved in identification / scoping of automation opportunities within Quality domain and converting them into projects with tangible benefits Quality Reviews – Should be reviewing the work of QAs and be able to drive quality initiatives in accordance with business / client requirements Root Cause Analysis – Investigate recurring issues, perform detailed RCA and identify – process, system and training gaps Coordinate and work closely with Delivery teams for ensuring Quality SLAs / Metrics are achieved and improved as per client mandates Good analytical skills to drive meaningful conversations using insights from data QA / Agent coaching / Training - Strong Communication skills with experience in providing targeted coaching on risk behaviors and adherence Working knowledge of DMAIC concepts is desirable – GB Trained