About

Our client is one of the fastest-growing Business Processing Outsourcing (BPO) that specializes in delivering a wide range of services, including customer support, technical support, data entry, and back-office operations.

With its headquarters in India, the company has a presence in several other countries, including the United States, Singapore, and China, providing high-quality services to clients across various industries such as healthcare, travel, aviation, finance, and technology.

Job Scopes

• understand the business metrics, build a story that summarizes holistic quality performance, identify solutions and implement the necessary actions which lead to improved performance and customer experience. 
• Lead continuous improvement initiatives.
• Responsible for monitoring, auditing, and implementing quality & compliance standards, initiatives, and analysis for the Company.
• Manage the calibration process across.

Job Requirements

• Minimum of 8+ years of call center operations, or quality analyst experience
  
• Strong interpersonal, communication (verbal and written), organizational and presentation skills
  
• Ability to demonstrate innovation and good judgment/problem-solving skills when making decisions
• Experience working with/within a BPO vendor is preferred
• Ability to establish an individual course of action to accomplish goals while using appropriate resources
• Motivated to work on own initiative
• Work well under pressure
• Process improvement experience
• Ability to collaborate with stakeholders at all levels of the organization