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Deputy Manager Quality ( Call Centre )

Job Description:

Designation :- Deputy Manager Quality

Purpose of the Role:-

Responsible for Checking Quality while driving CSAT measurements and process improvement actionables.

Role Description:-

Responsible for Call audits of all inbound and outbound queues

Responsible for improving quality of interaction at all customer touch points

SPOC for all CSAT vendors including IMRB etc..

Driving CSAT measurements and improvement actionables across all customer touch points

Give qualitative feedback to agents on various gaps identified by doing quality audits

Help management in key pain points faced by customers

Key Result Areas:-

This role has high impact on monitoring, managing and controlling the quality efficiency in turn building quality of experience for customers

Salary: Not Disclosed by Recruiter
Industry: Telecom/ ISP
Functional Area: ITES, BPO, KPO, LPO, Customer Service, Operations
Role Category: Quality Assurance/Quality Control Manager
Role: Quality Assurance/Quality Control Manager


process quality assurancebusiness excellenceprocess excellencesix sigmaQuality ImprovementCSATIn bound and Outbound Call Auditscustomer satisfactionin bound and outbound call qualityBPO and Call Centre and ITES

Desired Profile:

Behavioral Competencies

1. Value orientation
2. Team working abilities
3. Customer centric
4. Passion for excellence
5. Leadership skills

Recruitment Specifications

Should be graduate/Post Graduate or an equivalent

Work Experience:

1.Should have Minimum 6 – 10 years of total work experience

2.Minimum of 3 – 4 years of experience handling teams

3.Experience in relevant industry and relevant role is highly essential

4.Must have Strong communication & presentation skills

Education:UG -Any Graduate – Any Specialization
PG – Any Postgraduate – Any Specialization, Post Graduation Not Required
Doctorate – Any Doctorate – Any Specialization, Doctorate Not Required

Company Profile:

ACT Fibernet provides superfast internet services across Karnataka, Telangana, Andhra Pradesh and Tamil Nadu. It brings you the perfect combination of incredible speed and incredible FUP limits, which will together deliver an incredible internet experience.
Contact Details:

Recruiter Name:Mr. Krishna Chaitanya
Contact Company:Atria Convergence Technologies Pvt Ltd
Email :[email protected]
Address :BEAM TELECOM PVT. LTD. ,8-2-610/A, Road No – 10 Banjara Hills, ,Hyderabad, Andhra Pradesh, INDIA-500034,Hyderabad,Andhra Pradesh,India
Reference Id:Deputy Manager – Quality Assurance