Quality Manager- Customer Service

Job description

• Conduct regular quality audits of processes, transactions, calls, documents, or products. • Review adherence to company policies, procedures, and regulatory requirements. • Evaluate performance against predefined quality standards and KPIs. • Identify errors, process deviations, and compliance risks. • Prepare audit reports and provide detailed feedback to stakeholders. • Analyze audit findings and identify trends, root causes, and improvement opportunities. • Work with operational teams to implement corrective and preventive actions. • Maintain accurate audit records and documentation. • Monitor quality metrics and prepare periodic management reports. • Participate in calibration sessions to ensure consistency in quality assessments. • Support training and coaching initiatives based on audit observations. • Assist in developing and updating quality standards, checklists, and audit frameworks. • Publish Dashboard on the processes on monthly basis. • Audit accuracy and consistency. • Quality score improvement across audited areas. • Compliance adherence rate. • Timely completion of audits and reports. • Reduction in recurring quality errors. Effectiveness of corrective action implementation