Deputy Manager

Job description

**Experience** * 3 -- 5 years in above domains, Contact Center Quality * BPM service industry experience * Overall, 5 - 8 years' experience * Core TQ experience with acumen to value add in QA role * Exp in Transformation sphere is preferable **Skills and Experience Required** * **Domain knowledge** -- Exposure to multiple Industry desired * **Soft skills** -- Analytical thinking, Effective coaching and feedback skills * **Analytical Skills**-- Ability to deliver meaningful insights from Quality data and convert them into actionable outcomes using Quality tools / technology * **Team Management**-- Managed a team of QAs in previous role * **QA skills** -- Exp in managing Call monitoring, Transaction sampling, RCA and Calibration activities internally and with clients * **QA Automation**-- Exp in leading some QA automation / Transformation projects **Roles \& Responsibilities** * **Transformation** -- Be involved in identification / scoping of automation opportunities within Quality domain and converting them into projects with tangible benefits * **Quality Reviews** -- Should be reviewing the work of QAs and be able to drive quality initiatives in accordance with business / client requirements * **Root Cause Analysis** -- Investigate recurring issues, perform detailed RCA and identify -- process, system and training gaps * **Coordinate** and work closely with Delivery teams for ensuring Quality SLAs / Metrics are achieved and improved as per client mandates * **Good analytical skills** to drive meaningful conversations using insights from data * **QA / Agent coaching / Training** - Strong Communication skills with experience in providing targeted coaching on risk behaviors and adherence * Working knowledge of DMAIC concepts is desirable -- GB Trained