Qureos

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Senior Quality Manager

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We're hiring || Senior Manager Quality || Indore


Job Specifications:


  • Develop and implement QA Frameworks, SOP's and evaluation processes
  • Analyze call/chat/email evaluations, identify trends, and suggest improvements
  • Ensure Compliance with client specific KPI's and service level agreements
  • Report Key Quality Metrics - NPS, FCR, QA Scores
  • Drive RCA for quality deviations and develop corrective action plans
  • Client & Stakeholder Management (3rd Party Client Management)
  • Experience with Six Sigma, COPC or Lead Methodologies
  • Minimum - Green Belt Certified
  • In a leadership/managerial role for at least 2 years
  • Strong Knowledge of QA Tools, call center metrics
  • Proficient in PowerPoint and QA Software
  • Supports Innovation & Continuous Improvement

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