Manager, Performance Excellence

Job not on LinkedIn

🔥 1 minute ago

🇮🇳 India – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

👻 Ghost score 10%

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Arise

WebsiteLinkedInAll Job Openings

201 - 500 employees

📦 Logistics

🏥 Healthcare

✈️ Travel

Logistics • Healthcare • Travel

Arise is a leading provider of virtual customer experience solutions, leveraging cutting-edge technology to deliver flexible and exceptional customer service across a range of sectors including retail, travel, gaming, healthcare, BFSI, and energy and utilities. With its proprietary GigCX platform, Arise integrates advanced AI chatbots and sophisticated analytics to enhance omnichannel strategies, supporting businesses in adjusting to shifts in customer patterns and improving customer retention. The company focuses on creating flexible work opportunities and enabling work-from-home operations, thus contributing to improved operational efficiency and customer support quality.

📋 Description

• Assess quality and adherence to compliance • Understand organizational business objectives and goals • Analyze audit data • Communicate analysis and propose solutions • Provide clear insight into performance drivers and levers impacting performance • Lead and manage calibration sessions, ensuring quality analysts meet or exceed the client-required 90% calibration threshold • Own on-time, accurate quality analysis and reports/visualizations aligned with project objectives • Collaborate and communicate with business sponsors, executives, and stakeholders • Structure data analysis and drive analytics insights and solutions • Recommend policies and procedures to management • Identify and implement processing efficiencies • Identify trends and continuing education opportunities • Provide program and agent performance reporting, including statistical analysis and reporting • Maintain documentation of call performance and associated corrective measures • Monitor team compliance with quality standards using established audit procedures

🎯 Requirements

• Minimum 5 years working experience in a quality Lead role or its equivalent • Thorough understanding of quality management framework • Excellent written and verbal English communication skills • Experience in preparing and presenting written project status reports and executive briefings • Demonstrated ability to develop analytical insights and summarize complex problems into concise reports and findings • Proficiency in MS Excel, Word, and PowerPoint • Strong time and work management skills • Progressive, people-forward attitude • Strong analytical and problem-solving skills • Root-cause analysis skills • Attention to detail

🏖️ Benefits

• Regular-full-time employment with Arise Virtual Solutions • Work-from-home company model • Opportunities to achieve professional potential • Opportunity to work with smart, creative, and passionate people

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