Job Description

Sr. Manager, Quality AssuranceThe Sr. Manager, Quality Assurance ensures that goals for all programs relating to monitoring and providing feedback from transactions, reporting, and management of Quality, Customer Advocacy, and Sales Verification Teams are met. The incumbent in this position is also responsible for developing QA strategies for multiple programs and verticals.We expect greater of ourselves... Whatxe2x80x99s Your Greater? Come find it at ResultsCX! In this role you will:

• Provide support to managers and executives within the QA organization
• Identify the whole QA teamxe2x80x99s needs in staffing, budget, and general support to provide solutions
• Collaborate with Resultsxe2x80x99 Senior Management/Executive team for strategy development and execution
• Facilitate creation of goals and lead managers to ensure goals are cascaded
• Serve as first escalation point for customersxe2x80x99 concerns
• Support the development of their direct reports

Educational Background: Graduate in any stream (Commerce, Science, Arts or equivalent)Work Experience: Minimum of 10-12 years of experience in managing BFSI Quality and Training in a BPO industry. Hands-on with BFSI such as banking (Billing, KYC, Remittance, Account Management), Insurance (Claims, Policy Admin, Underwriting) and Financial Services We are looking for someone who has:

• Excellent communication skills
• Strong computer and software skills
• Strong analytical and consulting skills
• 2-3 yearsxe2x80x99 experience as a QA Manager in ResultsCX, or 3-4 years of Ops/QA management experience from other BPO companies
• Knowledge of Customer Care Expectations & Quality Guidelines
• Dedication to providing exceptional customer service

Quality Management: Designing quality framework for all operational processes across the BFSI organization, aligning with regulatory compliance requirements. Analyze quality data to identify trends and root causes of issues, developing corrective action plans and implementing necessary process changes. Monitor key performance indicators (KPIs) related to quality, providing feedback, and coaching to teams to achieve desired performance levelsTraining Development & Delivery: Conduct training needs analysis to identify gaps in employee knowledge and skills, developing targeted training programs for new hires and existing staff across various departments. Design and deliver comprehensive training modules covering product knowledge, compliance guidelines, customer service best practices, and operational procedures. Monitor and evaluate the effectiveness of training programs, making adjustments as needed to optimize learning outcomesTeam Management: Lead a team of quality analysts and training specialists, providing guidance, mentoring, and performance feedback to ensure high-quality work standards. Collaborate with cross-functional teams across operations & transition to align training initiatives with business goals and customer expectations.Performance & Reporting: Monitor key performance metrics related to Quality and Training and prepare regular performance reports for clients and management. Analyze operational data to identify trends, forecast future needs, and ensure target achievement by implementing action plansSkills: Strong analytical skills to interpret data and identify trends for quality improvement. Excellent communication and presentation skills to effectively deliver training programs and engage stakeholders. Leadership abilities to manage a team of quality analysts and trainers About ResultsCX:ResultsCX is a premier customer experience partner to Fortune 100 and 500 companies. We design, build, and deliver digitally influenced customer journeys that achieve the satisfaction and loyalty brands need to thrive and grow, while improving efficiency and reducing costs. ResultsCXxe2x80x99s 30+-year track record for reimagining the customer experience to meet consumersxe2x80x99 evolving expectations has driven growth to more than 20 geographic hubs and approximately 20,000 colleagues worldwide. Our core expertise extends to actionable analytics, contact center as a service (CCaaS), and our own SupportPredict AI-powered digital experience platform. Our strength lies in exceptional individuals working together in a high-performing, fun culture to deliver next-generation customer experiences on behalf of our clients.ResultsCX is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, or any other protected factors under federal, state, or local law.#LI-Remote

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