Quality Control Manager

Department: Medical Helpline (Call Centre)

Location: Baba Computers, Baba Enclave, 38 New Basti, Pinjra Pole, Ranchi, Jharkhand, Landmark: Opposite Vishal Mega Mart, Harmu Road

• Position Summary:
• We are looking for a Quality Control Manager to monitor call recordings and the daily performance of Call Handling Agents (CHAs) by recording, reviewing and evaluating their voice. Candidate must be professional and a personable leader committed to the overall objective and self-development within the company.
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• Responsibilities:
• The following is a list of the major responsibilities of the Quality Control Manager:
•  Auditing the required number of calls and giving accurate feedback
•  Provide data inputs to internal stakeholders
•  Collaborate with internal teams to identify gaps and areas for improvement opportunities
•  Prepare and analyze internal and external quality reports for management staff review
•  Conducting Process Knowledge Test
•  Conducting of Call Calibration and learning session
•  To monitor the Queue and ensure Service Level is maintained
•  Up to date knowledge on the assign project Oversee day-to-day teams' operation and performance
•  Regular evaluation of performance and report on metrics
•  Listen to team member’s feedback and resolve any issues or conflicts
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• Qualifications:
• To be considered for this position you will possess the following skills, attributes, and abilities:
•  Must be Graduate/Post Graduate in any stream
•  Good communication skills
•  Candidate having knowledge of the 7 Quality tool framework is preferred
•  Six Sigma certification is an advantage  Interpersonal & Presentation skills
•  Experience in working as a quality analyst in any call centre operation.
•  Fluency in English, Hindi and Local language with excellence verbal and writing skills.
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Basic Requirement:

• Gender –  Both (male & female)
• Language – Both (English & Hindi)
• Work Hours - 8 hrs / 12 hrs