Must be either Deputy Manager Quality (3+ years) or Quality Manager on paper
Following designation not eligible: Team Leader / Assistant Manager
Role and Key Responsibilities:
- Drive continuous improvement for TQ and Delivery.
- Manage Call Quality & Client related KPI's.
- Evaluate effectiveness of TQ interventions.
- Strengthen Training & Quality management processes / framework to improve quality of delivery.
- Accurately capture SLA/SLO metrics, the reporting needs of all clients and set up / customize processes to seamlessly meet the client's expectations.
- Drive Process control & Compliance in addition to managing the Audit requirements.
- Ensure knowledge consistency through calibration, quizzes, D-Sat scrubbing etc.
- Interact and streamline channels of communication with other Functions and Clients.
- Provide quality floor support, feedback, refresher and corrective training
- Support cross process / location teams.
- Support the Quality and Compliance teams to perform audits and follow ups based on observations highlighted.
Key Skills and knowledge:
- Knowledge about computers & MS Office.
- Excellent communication skills.
- Good people management skills
- Analytical / Quantitative skills
- Maturity in handling customers and work in a multi culture process environment
- Data Handling / data interpretation
- Valuable working knowledge of T&TQ; (Training & Transaction Quality) systems, tools and technologies.
- High level of maturity to handle people including but not limited to client, stake holders, peers etc.
- Process Oriented, Planning, Decision making, Data Handling, Ability to prioritize, Ability to meet deadlines and work under pressure in an unstructured environment
- Detail oriented with Strong organizational and Presentation skills
- Versatile to work in a 24X7 environment (night shifts and weekends basis scope)
- Ability to generate and implement out of the box ideas and Process improvement initiatives in the process.
- Designed the FMEA framework in the existing organization or in the past
Interested and relevant exp candidates please share CV on (phone hidden) (No Calls please)
Position applying for: QM
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Are you from Bangalore or ready to relocate to bangalore?