Facile Info-Serv - Quality Assurance Manager - B2B

Job Overview:

Key Responsibilities

• To ensure that the services provided by the department meet and exceed the defined quality and productivity standards while ensuring delivery on the service promise to the customer.
• Take ownership for the department's performance and ensure compliance with the quality objectives of the business.
• Work collaboratively, negotiate and engage with key stakeholders to facilitate delivery and compliance with the Quality strategy.
• Develop and maintain strong relationships with internal and external stakeholders to ensure optimal performance and to improve processes, products, services, customer experience and the culture of the department.
• Achieve quality assurance objectives by contributing information and analysis to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; identifying and resolving problems; determining system improvements; implementing change.
• Conduct calibration sessions with stakeholders to ensure consistent QA standards across Minimum 6-10 years of experience in a QA role.
• Strong command over call auditing and monitoring practices in sales or telemarketing environment.
• Strong analytical and problem-solving skills; ability to interpret data and drive change.
• Excellent communication, coaching, and people management skills.
• Proficiency in Excel, QA scorecards, and reporting tools.