Associate Manager-Customer Experience

• Prepare weekly Sampling Plan and share with the CE team.

• Ensure that all types of transactions are monitored.

• Ensure that all the three types of audits are done as recommended by COPC - Live, Recorded and Side-by-Side.

• Ensure Sampling Adherence is met MIPs are implemented if required.

• Track if the QAs are providing appropriate feedback basis the audits to improve consultant’s ability to perform better.

• Keep checking the QA's accuracy by doing ATA and Calibration.

• Be a consultant and advisor to the QAs to clarify on parameters during need.

• Conduct frequent QA reviews and provide inputs to QA on the areas to be focused.

• Analyse monitoring data to identify program level issues and opportunities.

• Communicate the insights and analysis regularly to different teams like Service Delivery, Training, etc.

• Drive quality awareness programs and performance improvement projects.

• Work in a collaborative manner with stakeholders – various touch points with stakeholders to discuss performance, partner with program to deliver excellent service to our customers.

• Team Player - Ensure employee satisfaction.

• Build a positive working atmosphere within the team and engage the team members with employee engagement models.

• Build competencies within the team so they can pick up additional responsibilities/move to the next level.

• Look at ways to reduce waste and increase efficiency – Use process mapping techniques, quality tools to increase utilization, performance.

Qualifications

• At least 2-3 years of Quality Supervisor experience.

• Minimum of 3-5 years of experience in quality assurance, preferably in a call center or customer service environment

• Proficiency in MS Office applications and quality management software

• Strong analytical and problem-solving skills, with the ability to interpret complex data and identify trends

• Excellent verbal and written communication skills, with the ability to provide constructive feedback and coach team members

• In-depth knowledge of call center operations, performance metrics, and quality standards

• Experience in developing and implementing process improvements

• Understanding of regulatory compliance requirements in customer service

• Demonstrated leadership skills and ability to work collaboratively in a team environment

• Ability to multitask and work efficiently in a fast-paced, dynamic environment

• Strong attention to detail and commitment to maintaining high-quality standards

• Certifications such as Six Sigma or those focused on quality management are highly advantageous

• Experience with data analysis tools and reporting software is a plus