Quality Control Manager

FCS Software Solutions Ltd.
  • Noida
  • Confidential
  • 3-8 years
  • Views
  • 18 May 2017

  • IT/ Information Technology

  • IT/ Technology - Software/ Services
Job Description

Identify call quality parameters
Identify ticket audit parameters
Define sampling size per language/team
Monitor calls as per guidelines defined
Give feedback and coach team members on call etiquettes
Audit tickets and ensure defined process is being followed
Publish weekly/monthly reports on call and ticket audits
Ensure compliance is being met for every call and ticket
Meet target calibration scores with other quality peers
Documented Feedback
Call & ticket audit report
Calibrations with operations team
Ensure good call quality
Ensure good ticket quality
Strong communication skill
Excellent customer relations
Excellent feedback skills
Able to work effectively under pressure;
Analytical, consistent, persistent;
Problem solving approach.
Strong communicator with ability to build consensus while driving process forward.
Mentoring and team building expertise
Conducting team Huddles
Conducting soft skills training
Act as performance coach for technical support team
Real time monitoring and feedbacks
Driving DSAT process utilizing DMAIC
Analyzing and providing Training need analysis (TNA) for Training team
Maintaining Corrective Action Plan (CAP) and Reward and Recognition (R&R) tracker
Perform other tasks as assigned by line manager
Behavioral/ Personality Specifications required:-
Excellent persuasion skills
Cross cultural sensitivity
Excellent communication skills
Effective skills in providing feedbacks
Advance Excel skills
Good technical knowledge

Competencies/Skill sets for this job

Problem Solving Technical Knowledge Advance Excel

Job Posted By

Senior executive

About Organisation

FCS Software Solutions Ltd.