Key Responsibilities -Responsible for the development and delivery of the Quality framework of process to
measure and manage quality consistently across the entire Team. -Responsible for smooth and efficient day-to- operations within their team. -The major objectives of this role are to drive qualitative performance.
Responsibilities:
• Monitor calls as per the prescribed guidelines and as per the schedule
• Identify unethical practices/behavior and highlight
• Provide feedback to teams on the basis of their performance
• Initiate and drive projects that would increase customer/user satisfaction,
productivity and process Quality
• Process improvement.
• Facilitating and leading calibration sessions.
• Improving performance through interventions.
• Continuously develop team capability by providing ongoing development,
actively managing talent and embedding consistent feedback loops based on
customer insights.
• Responsible for the consistent documentation of SOP of assigned process.
• Performing training needs analysis.
• Where required, support the management in conducting process related
checks/audits.
• Identify ways to improve skill issues that face the team and action accordingly
