Jeena Sikho Lifecare Limited
Website:
jeenasikho.com
Job details:
Job Title: Quality Manager
Department: Quality / Operations
Industry: Call Center / BPO / Healthcare
Location:Zirakpur
Job Type: Full-Time
Budget: 50-60k
Job Overview:
We are looking for an experienced and result-oriented Quality Manager to lead and manage the Quality Assurance team in a Call Center/BPO environment. The candidate will be responsible for monitoring quality standards, improving customer satisfaction, managing KPIs, and implementing process improvement strategies.
Key Responsibilities:
- Manage and lead the Quality Assurance (QA) team.
- Monitor call quality, audits, and compliance standards.
- Conduct call calibration sessions with Operations and QA teams.
- Analyze customer interactions to improve service quality and customer satisfaction.
- Develop and implement quality improvement strategies and SOPs.
- Track and manage KPIs, performance metrics, and quality benchmarks.
- Prepare MIS reports, quality dashboards, and performance analysis reports.
- Coordinate with Operations teams for performance improvement plans.
- Identify training needs and support skill enhancement initiatives.
- Ensure adherence to company policies and process standards.
Required Skills:
- Strong leadership and team management skills.
- Expertise in quality processes, audits, and KPI management.
- Experience in call calibration and customer satisfaction improvement.
- Strong analytical and problem-solving abilities.
- Excellent communication and decision-making skills.
- Proficiency in MIS reporting and performance analysis.
Qualification:
- Graduate/Postgraduate in any discipline.
- Certification in Quality Management will be an added advantage.
Experience:
- Minimum 3–5 years of experience in Call Center/BPO Quality Management.
- Preference for candidates from Healthcare, BPO, or Customer Service industries.
Working Days:
Click on Apply to know more.