Job Description
The Role
The Workforce & Quality Expert Manager will oversee the quality assurance and workforce management functions within the BPO environment. This role is crucial for ensuring operational excellence and delivering high-quality service to clients.
- Develop and implement quality assurance strategies to enhance service delivery.
- Manage workforce planning and optimization to ensure adequate staffing levels.
- Monitor performance metrics and provide actionable insights for improvement.
- Collaborate with team leaders to maintain high standards of service quality.
- Conduct regular training sessions and workshops for staff development.
Ideal Profile
The ideal candidate will possess a blend of technical expertise and interpersonal skills to drive team performance and quality outcomes.
- Experience in BPO operations management.
- Quality assurance methodologies.
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