About Hexaware:-

Hexaware Technologies Limited is a provider of IT, business process outsourcing (BPO), and consulting services. Its segments include Travel and Transport, Banking and Financial Services, Insurance and Healthcare, and Manufacturing, Consumer, and Others.

  • Country: India
  • Job Role: Assistant Manager Quality
  • Start Date: 11-August-2020
  • End Date: 30-October-2020
  • Industry Type: BPO
  • Work Location: Nagpur

Job Description

  1. The incumbent would lead the Quality team and the primary responsibility will be to monitor the work allocation, attend client calls and SMR, prepare different reports, work closely with Ops to ensure that the process is functioning smoothly.
  2. Manages a team of 15 to 20 Quality Analysts
  3. To manage transaction quality profile for a customer service voice and email process
  4. Participates in design of call & email monitoring formats and quality standards
  5. Defines Quality Framework, CTQs and implementation of Quality Control Plan
  6. To conduct audits as per defined guideline and sampling for transaction monitoring
  7. To ensure 100% closure of feedbacks
  8. To create and publish regular audit reports with management and clients (daily, weekly, monthly)
  9. To identify gaps and conduct feedback and refresher sessions with agents to improve Quality of calls & emails
  10. To drive process improvement initiatives
  11. To drive calibration sessions with internal or external customers
  12. To conduct training for group of agents, when needed
  13. To conduct quality induction for new hire batch
  14. Leads quality monitoring and analysis team and provide trend data to site management team on a regular basis
  15. Gives subordinate opportunities to develop their own expertise and delegates effectively to ensure shared responsibility for work output
  16. Maintain overview of daily records, MOMs and Action items
  17. Organize touch-base meetings with Operations Leadership and discuss on AOIs and major concerns

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