DGM Transactional Quality

INTELLI SEARCH SERVICES PVT. LTD.
  • Kolkata
  • 19-25 lakh
  • 10-20 years
  • Views
  • 25 Jan 2017

  • Operations

  • BPO/ ITES/ Call Centers
Job Description

Manage the TNQ function of 2500 FTE insurance process
Provide Training and quality support, development of metrics and dashboards in line with customer requirements
Ability to lead a team of Managers to drive process training, soft skills training and sales trainings across voice and data processes in the domestic space
Standardize and deploy key components of Transaction Monitoring framework across all processes and sub queue
Drive robust action planning and interventions to meet and exceed client metrics
Strengthen Transaction monitoring and Training quality management processes/framework to improve functional performance
Should have experience in managing Clients at various hierarchy levels to effectively understand and deliver on client expectations
Ability to get out of the box ideas and Process Improvement Initiatives in the process
Should drive Process Control & Compliance in addition to managing Audit requirements
Should ensure Knowledge consistency through means like PKTs, calibrations, Quizzes, D-Sat Scrubbing etc
Should have persuasive, collaborative and influencing skills
Strong interpersonal skills to manage client expectations/engagements effectively
Strong Process Knowledge and Compliance to Multiple Audit Postures

12+ years of experience

Post-Graduation Degree is Preferred
Certified & Trained on Black Belt / Green Belt / certification
Demonstrated success in Transactional Quality
Exposure to different improvement frameworks like Six Sigma, Lean
Thorough knowledge of MS office tools like Power point and awareness of BI tools such as SPSS , project, excel are critical for the job
Strong communication & facilitation skills
Strong analytical skill- ability to work with huge volume of data using statistical tools Flexible approach to tackling projects
Good team player
Good Presentation skills
Drive continuous improvement program across processes
Analysis of utilization, efficiency and available data for the process
Undertake detailed process improvement studies and up skills the team members
Mentor Green Belt/Yellow Belt projects


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