| Department: Customer Service Job Title: Assistant Manager Quality Assurance |  |
Responsibilities:
- Leading a team of executives responsible for the quality of the contact center operations.
- Evaluating team(s) performance on Daily/Weekly/Monthly basis.
- Ensuring that proper procedures of feedback are being followed.
- Monitoring and Promoting excellent communication and interpersonal skills among team members and contact center executives.
- Conducting gap analysis through recorded calls and bridging the gaps.
- Generating quality scoring report and communicating statistics to management.
- Coordinating and conducting sessions with team to ensure that proper feedback and inputs are given.
- Meeting targets assigned by the Head of Contact Center(s).
- Ensuring proper and smooth flow of information within the Contact Center.
- Maintain and strictly adhere to PSM (Performance Scoring Module) statistics.
- Ensure correct feedback is given and records and profiles are updated with comments.
Qualification & Experience:
- BA/BBA/BBA-IT/BCS or Masters Degree holder.
- 2-5 years experience in Contact Center Operations.
- Excellent communication, presentation and negotiation skill.
- Multi-task, maintain a high standard of service & quality.
- Ability to have stress, time management and team player.
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