Location: Bangalore

Qualification / Eligibility Criteria:

• Graduate or post graduate degree/diploma (10+2+3) in a any stream 
• Excellent command over English (Verbal & Written)
• Min 2 years as Quality Sr. Manager / or director role with domain expertise 
• Min 6 - 8 years of overall experience in Quality function 
• Minimum 8 - 10 Years of total Experience in handling BPO business
• Working knowledge of Excel, Power point, Excel Understanding of Ops Reports and MIS
• Should have basis statistical knowledge
• Six Sigma BB Certified / Trained 

Job Description:           

• Client interactions
• Manage and develop improvement plans in liaison with other department(s)
• Effective resource utilization
• Meeting & exceeding defined KPIs
• Able to motivate team members
• Manage Quality Team member and help them in performance improvement >Effective resource utilization
  >Meeting & exceeding defined KPIs
  >Able to motivate team members
  >Initiate KPI projects
  >Drive Automation projects, Transformation & value add projects
• Initiate metric improvement activities/projects
• Has led & mentored process improvement projects and demonstrated significant benefits (Tangible/Non-Tangible)
• Assures effective process and policy mechanisms are in place
• Develops and assures compliance with the Service Level Agreements between internal and external customers
• Assures confidentiality and integrity of data
• Assures implementation of compliance with the Information Technology Standards (System checks, whitelist)
• To oversee risk management activities across the Program
• Developing, establishing, and maintaining an effective system-wide compliance and ethics program designed to prevent, monitor, detect, and respond to non-compliance and recommend corrective actions to fully meet regulatory requirements.  This includes a system of education and training to promote compliance awareness
• Identify and address compliance gaps (issues or processes where compliance risk exposure exists or accountability is not clear), particularly where such issues involve more than one functional unit
• Create and manage all reporting requirement for the program for both internal and external requirements
• Coach Technical Support Executives on the evaluations done
• Run analysis on contact evaluations and highlight trends
• Coach agents based on evaluation trends to improve their technical capabilities
• Use trends to identify training needs and developing action plans
• Help technical support executive to understand appropriate troubleshooting approach
• Participate in calibration sessions with Quality/Operations
• Maintain current understanding of program strategies
• Support management focus on review of key drivers, metrics and operational processes that drive KPI results
• Demonstrate commitment to program internal customer satisfaction 

Specialization: Quality & Customer experience

Level: L5 

Industry: BPO

Salary: As per experience & company norms