Assistant Manager - Quality

Roles and Responsibility

• Develop and implement quality control processes to ensure high standards of service delivery.
• Conduct regular audits and assessments to identify areas for improvement and provide recommendations for enhancement.
• Collaborate with cross-functional teams to develop and implement process improvements that drive business growth.
• Analyze data and metrics to identify trends and opportunities for quality improvement.
• Provide coaching and training to team members on quality procedures and best practices.
• Ensure compliance with industry regulations and company policies.

Job Requirements

• Minimum 5 years of experience in a quality management role, preferably in a BPO or call center environment.
• Strong knowledge of quality control processes, including auditing, assessment, and analysis.
• Excellent communication and interpersonal skills, with the ability to work effectively with diverse stakeholders.
• Ability to analyze complex data sets and provide actionable insights.
• Strong problem-solving and decision-making skills, with the ability to think critically and creatively.
• Experience with quality management tools and technologies, such as Six Sigma or Lean principles.