| Job Title | Asst. Manager Quality Assurance- International Voice Call Process |
|---|---|
| Category | BPO |
| Location | Hyderabad( Tolichowki ) |
| Company | Harmony United Medsolutions |
| Description | Job description Roles and Responsibilities: Conduct quality audits of calls, emails, chats, and provider charts to ensure compliance with company policies and industry standards. Monitor and evaluate agent performance, providing feedback, coaching, and training to improve customer service, sales techniques, and product knowledge. Develop and implement QA processes, policies, and training programs to maintain high service quality. Define and track quality metrics (e.g., defect rates, customer satisfaction) and generate reports highlighting trends and improvement areas. Manage and mentor a team of QA analysts, supporting their growth and effectiveness. Stay updated on industry best practices and participate in cross-functional initiatives to enhance customer support quality and efficiency. Qualifications & Experience: 9-12 years of experience in Quality Assurance or a related field within an International BPO environment. Minimum 5 years of international voice process experience, including at least 2 years in a managerial or team lead role. Proven track record of leading and managing QA teams effectively. Strong understanding of QA principles, processes, and industry best practices. Masters degree in a technical field. Excellent communication skills with the ability to coach and provide constructive feedback. Strong analytical and problem-solving skills with the ability to identify trends from call recordings and data analysis. Strong organizational skills with the ability to manage multiple priorities. Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint). |
| Salary | Not Disclosed |
| Last Date | 2026-03-09 00:00:00 |
| Apply Link | Click Here |
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