QA Manager

freeC's Client

Role & Responsibilities:

• Responsible for monitoring contacts

• Responsible for preparing and providing feedback to agents

• Data analysis and making designated reports/decks

• Participating in internal & external calibrations

• Communication to heighten awareness and focusing on importance of positive customer experience

• Making recommendations and driving improvement

• Ensuring that internal policies, procedures, and compliance regulations are being followed Identifying operational / training issues and helping team in fixing these gaps

Generic & Behavioral Skills

• Knowledge of Contact Centre methodologies and operational principles

• Advanced knowledge of MS products, particularly Excel

• Excellent communication skills

• Analytical – Able to analyze data and draw insights

• High level of accuracy and attention to detail

• Innovative and able to influence others

• Excellent process knowledge

• Interpersonal and communication skill

• Preferably from a voice process

• People oriented mindset