Associate Manager - Customer Experience

KEY ROLES AND RESPONSIBILITIES

• Prepare weekly Sampling Plan and share with the QA team.
• Ensure that all types of transactions are monitored in the programs assigned
• 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 call audits to improve consultant’s ability to perform better.
• Keep checking the QA's accuracy by doing ATA and Calibration.
• Prepare and share Gage R&R report.
• 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
• Facilitate QA’s to conduct NH trainings during Nesting.
• Analyse monitoring data to identify program level issues and opportunities
• Communicate the insights and analysis regularly to different teams like Service Delivery, Training, etc.

Requirements

• Good knowledge of Quality metrics, their measurements and thresholds / targets
• Knowledge and clear understanding of critical and non-critical errors in the transactions
• Good in investigative and b...