Senior Quality Manager

Quality Manager is responsible for ensuring that all processes, services, and deliverables meet the established quality standards and client expectations. This role involves developing, implementing, and maintaining quality management systems, conducting audits, analyzing performance data, and driving continuous improvement initiatives. The Quality Manager collaborates closely with operations, training, and client teams to enhance service delivery, customer satisfaction, and overall business performance.

Key Responsibilities:

• Develop and implement quality assurance policies and procedures.
• Monitor and evaluate agent performance through call monitoring and quality assessments.
• Provide feedback and coaching to agents to improve performance.
• Analyze quality data and trends to identify areas for improvement.
• Collaborate with training teams to develop and deliver quality-related training programs.
• Prepare and present regular quality reports to management.
• Lead continuous improvement initiatives to enhance service quality. CX Enablement The CX Enablement is responsible for driving customer experience initiatives and ensuring that all contact center operations deliver exceptional customer service. This role involves controlling all outbound documents, reviewing the current shared RFPs by the BD team to redesign and brief the scope, and aligning with all operation teams as needed.
  
  

Key Responsibilities:

• Control all outbound documents related to customer experience projects.
• Brief the and redesign the RFPs shared by the Business Development (BD) team.
• Collaborate with contact center teams to ensure customer experience goals are met.
• Monitor and analyze all the submission Proposal results.
• Align with all operation teams as needed to ensure seamless execution of CX.