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