Designation: – Quality Manager

Shift: 5 days rotational shift (Including night shifts)

Job Location: Malad

Budget – 9lpa to 11 lpa

Immediate joiners preferred

Experience in BPO Industry

ON PAPER MANAGER

Role/ Responsibility:

• Develop, control and direct the daily execution of quality processes, monitoring and supporting the campaign, guided by the work methodology established with clients in order to ensure compliance with quality metrics.

• Establish feedback sessions and work with teams in order to obtain a high-risk approximation on the analysis provided, ensuring, in turn, that what is related to expectations is granted, and making both the recommendations and the measures tangible. .

• Monitor quality control metrics by reviewing the implemented activities and their effectiveness within the operation in order to anticipate problems within the processes and take corrective measures.

• Analyze reports, look for improvement opportunities, perform root cause and other analysis, propose activities to promote improvement, control implementations, and monitor again.

• Review together with the Manager and Coordinators, the BEST and TOPS requirements along with the quality metrics defined for the process in order to contribute to continuous improvement plans and ensure the implementation of BEST in quality analysis. Collaborate with Managers and Coordinators, through internal meetings, regarding the requirements of BEST and TOPS.

• Perform and review monthly staff evaluations, relative quality competencies in order to contribute to improvement plans within the processes.

• Propose, develop and execute RPA or tangible innovation initiatives and process automation in order to guarantee support for the company’s contractual requirements regarding quality issues of the operation

• Use trends to identify training needs and developing action plans

• Participate in calibration sessions with Client/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

• Prepare PPT /Power BI reports and present the same during reviews or as per requirement

• Manage and control the optimization of performance-related processes, Training content/material and update for the processes during NH training area in order to optimize the results.

• Coordinate and lead coaches and leaders to be aligned with the knowledge acquired during training in order to meet customer expectations.

• Evaluate the results of the TNI, guaranteeing: the necessary effectiveness, the processes required by TP and the organizational growth plan in order to place them in the respective areas, based on their knowledge and skills in the operation compliance.

• Lead and participate in the communication channel in conferences, meetings and relationships between clients and different TP departments, in relation to training and the LOB to which belongs in order to have contribute with information or solution for decision making.

Specific competences

• Leadership

• Communication skills

• Planning and organization

• Strategic thinking

• Achievement orientation

Critical Competencies:

• MS-Office including Excel Skills

• Excellent Communication

• Eye for detail

• Quick and effective with monitoring Requirements

• Multi-tasker

• Supports Colleagues/team Development

• Power point presentation knowledge

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Immediate Joiners preferred