About this role
T&Q Manager, Domestic Contact Center (Ketto: OTD & SIP)
• Quality ownership: Own the QA framework, scorecards, and weekly calibration for OTD and SIP calls, including fatal parameters (misselling, consent, mandate accuracy, data privacy).
• AI-assisted audits: Run AI and manual audits side by side, and validate AI accuracy regularly.
• Training lifecycle: Own induction, product training, nesting/OJT, certification, and refreshers, with separate learning paths for OTD and SIP.
• Coaching: Turn audit insights into agent-level coaching plans, PIPs, and best-practice sharing from top performers.
• RCA and process improvement: Run root cause analysis on complaints, escalations, drop-offs, and failed SIP mandates, using Lean Six Sigma to cut defects.
• Dashboards and reporting: Build quality and training dashboards, and present weekly and monthly reviews to leadership.
• Business impact: Link quality and training outcomes to OTD conversion, SIP conversion and retention, first-debit success, and CSAT.
• Compliance: Ensure adherence to donor communication guidelines, consent norms, and audit trails.
• Stakeholder and team leadership: Partner with Ops, Sales, Product, CX, and Compliance, and hire, mentor, and develop QAs, Sr QAs, and Trainers.
• Requirements: 8 to 12 years in contact center operations (4+ years in Training/Quality), outbound sales or BFSI/fundraising background preferred, strong Excel/Sheets analytics, and Lean Six Sigma certification as a plus.
Department: Training & Quality
Experience: 6