Deputy Manager - Transactional Quality
Core
Consolidate customer comebacks, monitor TAT, develop campaign performance, and ensure team effectiveness and SLA compliance within a contact center environment.
Role type
Deputy Manager - Transactional Quality
Builds
Operational quality assurance processes and reporting for client-facing contact center campaigns.
Domain
Contact Center Operations / Utilities
Deliverable
dashboards & analysis
Required skills
Management experience, QA experience, campaign performance monitoring, stakeholder communication, data analysis, SLA management, team leadership, MS Office proficiency
Preferred skills
Management qualification, Utilities industry experience, expert consultation skills
Responsibilities
Consolidate customer comebacks and follow up on resolutions, Monitor and report Turnaround Time (TAT), Develop quality assessors, Analyze data and make recommendations to the operational team, Ensure assessment SLAs are met, Ensure accurate reporting to all stakeholders
Seniority
Mid-level Management