Quality Manager- Customer Service

• Conduct regular quality audits of processes, transactions, calls, documents, or products.
• Review adherence to company policies, procedures, and regulatory requirements.
• Evaluate performance against predefined quality standards and KPIs.
• Identify errors, process deviations, and compliance risks.
• Prepare audit reports and provide detailed feedback to stakeholders.
• Analyze audit findings and identify trends, root causes, and improvement opportunities.
• Work with operational teams to implement corrective and preventive actions.
• Maintain accurate audit records and documentation.
• Monitor quality metrics and prepare periodic management reports.
• Participate in calibration sessions to ensure consistency in quality assessments.
• Support training and coaching initiatives based on audit observations.
• Assist in developing and updating quality standards, checklists, and audit frameworks.
• Publish Dashboard on the processes on monthly basis.
• Audit accuracy and consistency.
• Quality score improvement across audited areas.
• Compliance adherence rate.
• Timely completion of audits and reports.
• Reduction in recurring quality errors.

Effectiveness of corrective action implementation