Job Description
Description
Key Responsibilities
- Manage Call Quality & Client related KPI's
- Evaluating effectiveness of TQ interventions
- Create and maximize relationships with client partners
- Strengthening Quality management processes / framework to improve quality delivery
- Accurately capture SLA/SLO metrics, the reporting needs of all clients and set up / customize processes to seamlessly meet client's expectation
- Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching.
- Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner.
- Ability to generate and implement out of the box ideas and Process improvement initiatives in the process.
- Drive Process control & Compliance in addition to managing Audit requirements