The BPO Assistant Manager Quality will be responsible for overseeing the quality assurance processes within the BPO team, ensuring that service levels are met and exceeded. This role requires a strong focus on continuous improvement and the ability to effectively manage a team.
Responsibilities
- Monitor and evaluate call quality and customer interactions to ensure compliance with company standards.
- Develop and implement quality assurance processes and methodologies to improve customer service.
- Provide feedback and coaching to team members to enhance performance and quality.
- Conduct regular quality audits and prepare reports to identify trends and areas for improvement.
- Collaborate with management to develop training programs based on quality assessment results.
- Assist in the recruitment and onboarding of new quality assurance staff.
Skills and Qualifications
- Bachelor's degree in Business Administration, Management, or a related field.
- 6-10 years of experience in quality assurance within a BPO environment.
- Strong analytical skills with the ability to interpret data and reports.
- Excellent communication and interpersonal skills for effective feedback and coaching.
- Proficient in quality management tools and software.
- Knowledge of ISO standards and quality assurance methodologies.
