Zigsaw Hiring for Sr Manager- Quality & Training (BPO) at Jamshedpur, Jharkhand, India

exp req : 7 year+

budget : 10 LPA

5 days

Job Description:

Role & responsibilities

● Develop and implement quality assurance standards, processes, and controls to meet

organizational objectives.

● Conduct regular quality audits and analyze results to identify areas for improvement.

● Monitor calls, emails, and other customer interactions to ensure adherence to company

policies and quality standards.

● Provide feedback and coaching to employees based on quality performance.

● Create and maintain quality documentation and reports.

● Utilize quality control (QC) tools such as control charts, cause-and-effect diagrams,

flowcharts, check sheets, histograms, Pareto charts, and scatter diagrams to analyze and

improve processes.

● Design, develop, and deliver comprehensive training programs for new hires and ongoing

employee development.

● Conduct training needs analysis to identify areas requiring improvement.

● Use various training methods, including workshops, e-learning, and on-the-job training, to

enhance employee skills and knowledge.

● Evaluate the effectiveness of training programs and make necessary adjustments.

● Collaborate with subject matter experts to update training materials regularly.

● Identify opportunities for process improvements to enhance service delivery and

operational efficiency.

● Lead initiatives to streamline processes and eliminate inefficiencies.

● Stay updated on industry best practices and incorporate them into the organization’s

operations.

● Analyze customer feedback and complaints to identify trends and areas for improvement.

● Implement action plans to address customer issues and enhance satisfaction.

● Collaborate with other departments to ensure a cohesive approach to customer service.