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  • Senior Quality Assistant

    Senior Quality Assistant


    Job Description


    - Managing the Quality function and team - Working towards Quality Assurance - developing, implementing and monitoring processes and procedures of Assistance Centre - Complete, in-depth quality analysis of performance and implementing actionable points for its improvements - Performing Root Cause Analyses and determining trends, challenges and improvement opportunities. Ensuring remedial actions to root out causes of errors - Coordinating and facilitating Quality Assurance sessions, feedback sessions, Call Calibration & Evaluation sessions with the stakeholders - Conducting Quality audits for performance in the areas of productivity, evaluation skill and policy compliance. - Audit Vendor, Client & business partners PAN India ensuring SOP adherence. - Analyzing customer experience data and feedback in conjunction with quality findings in order to identify drivers of both satisfaction and dissatisfaction

    Candidate Profile


    - Prior experience as a Quality TL / Sr. Quality Associate (minimum 2 years’ experience) is mandatory - Should be from Call Center/ BPO / KPO background - Aware about Six Sigma methodology – YB (Yellow Belt) or GB (Green Belt) trained - Strong analytical, problem solving and judgment skills. - Strong interpersonal skills; ability to work with colleagues and multiple clients in a professional and organized manner. - Excellent Time management, initiative and creativity. - Good oral, written and interpersonal communication skills. - Proficient in MS office- Windows, Word, Excel, PowerPoint. Etc...



    Up to 30 Years



    Saki-Vihar Road, Andheri (E), Mumbai



    Graduate in any field ( with minimum score of 60% )