Assistant Manager - Quality

First Call H Resource P. Ltd
  • Chennai
  • 10-12 lakh
  • 5-10 years
  • Views
  • 28 Feb 2017

  • Customer Service

  • BPO/ ITES/ Call Centers
Job Description

Responsible for Monitoring and ensuring Service Quality Plan adherence.
2.Work in conjunction with the Team Leaders and the Operations Managers to ensure performance and quality standards are adhered.
3.Conduct & facilitate Internal & External audit( Like ISO Audits , Independent Assessment etc).
4.Establishing & strengthening QC Practices as per process & business requirement.
5.Support to QC's, TL & Managers in driving Quality Improvements.
6.Direct employees to ensure highest standard of quality so that the organization meets both internal and external requirements.
7.Tracking & analyzing customer complaints.
8.Preparation of Table F, FMEA, SDQ Matrix, Quality Dashboards report etc.
9.Contract management Should be able to drive the obligations from the MSA.
10.Client management Liaise with the customer on process improvements, enhancement of customer satisfaction, issue resolution, quality drive.

Skills required:
1.Candidate should have completed at least one GB project.
2.Candidate should have been in client facing role at least for 24 months period.
3.Candidate should have high degree of experience in performing Root Cause analysis.
4.Candidate should have working experience in creating FMEA, SOP and analysis basis quality tools.
5.Knowledge on QC,QA & QI.
6.Willing to relocate to Chennai & work in shifts (core night shift).
7.Should be working as an Asst. Manager in BPO/KPO industry in Quality process.


Competencies/Skill sets for this job

Audit Quality Sop Quality Tools

Job Posted By

About Organisation

First Call H Resource P. Ltd