Quality Manager

Job title: Quality Manager

Reports to: Lead Manager

Key responsibilities

Oversees Contact Center Quality Assurance StandardsEstablishes Standards governing customer interactions and implements monitoring programsDesigns training programs with the Training team to optimize processes and correct Quality-related issues in OperationsOwnership of the Quality / Customer Satisfaction / Agent knowledge scoresChange management - ensures that the production floor is quickly aligned to changes and expectations from Client/Stakeholders, through education, training, and special campaignsOpportunity identification and addition of value to Client/Stakeholders business through learning acquired from operationsRecognize, encourage, enhance, and share Quality best practices across project teamsReport to management on Quality trends and variancesSkills development for QA Supervisors and Analysts

Qualifications & Desired Skills

Experience: 5year and aboveEducation: Graduate/Post Graduate

Skills

At least 5 years managing a QA Team in a BPO setting, with at least 2 years as a People ManagerHighly analytical Expert in Advanced Excel and Data AnalysisCOPC/Six Sigma certified preferred but not requiredWilling to work on a shifting schedule

Datamatics is a Digital Solutions company that provides intelligent solutions for data-driven businesses to increase productivity and enhance the customer experience. With a complete digital approach, Datamatics portfolio spans across Technology Solutions, Business Process Management and Engineering Services powered by Artificial Intelligence. It has established products in Robotic Process Automation, Intelligent Document Processing, Business Intelligence and Automated Fare Collection. Datamatics does business with global customers across Banking, Financial Services, Insurance, Healthcare, Manufacturing, International Organizations, and Media & Publishing.  The Company has presence across 4 continents with major delivery centers in the USA, India, and Philippines. To know more about Datamatics, visit www.datamatics.com