Principal Accountabilities

• Ensure SLA for quality is met in terms of no. of monitoring for each agent and quality score.
• Ensure feedbacks are delivered for all the monitoring conducted.
• Ensure process improvement initiatives leading to increased productivity and better quality standards.
• Ensure performance of the Quality Associates by monitoring the scoring methodology and feedback mechanism, thereby, accuracy of data is to be maintained.
• Responsible for calibrating and supporting quality standards between clients and Sitel.
• Ensure all client reports are accurate and sent as per the defined timelines.
• Ensure that regular process audits are carried out at agent and team level to identify process gaps and recommend solution to bridge the gap.
• Participates in joint call (contact) monitoring with client, client services team and call center team.
• Ensure that client quality and corporate customer satisfaction goals are met or addressed in a timely manner.
• Analyze customer satisfaction and dissatisfaction data; recommend solutions to address root cause.

Performance Measures

• CSAT Survey results
• Quality scores
• Performance Improvement against the SLA
• Process Compliance
• Supervisor Professional Development

Skill Sets  

• Graduate with minimum 5 years of experience in a BPO and 2years of relevant work experience as Quality Analyst or Asst Manager Quality in voice process
• Should be certified in black belt. 
• Should have experience in Production and Transaction Quality
• Key Knowledge and working experience on ensuring customer satisfaction, training, supervision and mentoring
• Knowledge on Quality control tools and project management
• Knowledge on strategic planning and managing quality processes
• Knowledge on Six Sigma and advanced project management
• Ability to work in different environments (tech/ semi-tech / Back-Office and CS)

Professional Skills

• Client Management Skills and Reviews
• Training and Mentoring Skills