Associate Manager Job Description The role of an Associate Manager is to oversee the productivity of Quality Assurance (QA) teams and aid in their effectiveness. They must maintain a motivated and cohesive QA team, ensuring each member understands company policies and guidelines. An ideal Associate Manager should possess strong organizational qualities, confidence, sound communication and customer service skills. They should exhibit courtesy, patience and have a professional attitude when interacting with QAs as well as customers. Key responsibilities include: - Providing detailed analysis of customer experience performance and opportunities through gathered input from evaluations, scrubs and focus groups. - Managing quality metrics, measurements and thresholds/targets. - Investigating and resolving critical and non-critical errors in transactions. - Creating reports using various tools and applications. Required qualifications include: - Bachelor's degree in business operations or statistics or relevant experience. - 6 years in BPO/BPT industry. - Min 3 years in a people management role in a busy and task-oriented environment. - Lean Six Sigma/CI Methodologies training preferred. - Proficiency in MS Office (Word, Excel & PowerPoint). Desirable attributes include: - Hard-working, innovative and meticulous. - Good decision making and problem-solving abilities. - Team handling and people management skills. - Very good communication and analytical skills. Additional responsibilities include: - Preparing weekly sampling plans and sharing them with the QA team. - Ensuring all types of audits are done as documented. - Tracking accuracy of QA feedback basis the call audits. - Participating in hiring and training of Quality Analysts. This role requires collaboration with stakeholders, building positive working atmosphere within the team and engaging employee satisfaction models. The Associate Manager will drive quality awareness programs and performance improvement projects. Quality Operations involves preparing and sharing Gauge RnR reports, weekly program reports and providing inputs to QAs on areas to be focused. Stakeholder Management involves working collaboratively with stakeholders to discuss performance and partner with programs to deliver excellent service to our customers. Team Development involves developing skills through classroom and on-the-job training, reducing waste and increasing efficiency using process mapping techniques and quality tools.