[ref. i34961104] Manager-Partner Operations-Operations

Job Description

Key Responsibilities:

• Develop and implement quality assurance policies, procedures, and standards.
• Monitor and evaluate inbound/outbound calls, emails, chats, and other customer interactions.
• Ensure compliance with client-specific and internal quality benchmarks.
• Conduct regular audits and provide actionable feedback to agents and team leaders.

• Lead, mentor, and manage a team of Quality Analysts.
• Conduct regular cadence with internal stakeholders and clients .
• Set performance goals and conduct performance reviews for QA team.

• Analyze quality data and trends to identify areas of improvement.
• Prepare and present quality reports to senior management and clients.
• Track and report on key quality metrics such as CSAT, FCR, AHT, and QA scores.

• Identify process gaps and recommend improvements to enhance service delivery.
• Collaborate with training and operations to address performance gaps.
• Drive initiatives for continuous improvement and best practices.

• Act as a point of contact for client quality discussions and audits.
• Ensure client expectations are met or exceeded in terms of quality standards.

Qualifications:

• Bachelor's degree in any discipline (preferred: Business, Management, or related field).
• A minimum of 10+ years of experience in Quality Assurance within a BPO environment.

At least 2 years in a managerial or supervisory role