Meeting client requirements and standards in Quality.
Managing end to end Quality process
Coaching and feedback for the bottom performers. Content development for trainings.
Maintaining strong governance or vigilance on the SOPs and expected inputs as defined by Serco and Client
Reviewing and up skilling the team in alignment to the Business expectations and deliverables.
Transaction Monitoring (remote and/or side-by-side)
Provide feedback to teams on the basis of their performance.
Perform regular quality checks and supervise the process
Ensure adherence to Quality SLAs.
Work closely with the teams to achieve Qualitative targets specified by the Client.
Maintaining Quality related reports (MIS).
Conducting monthly Job knowledge test for the agents, controlling Attrition & Absenteeism during the training.
Preparing & publishing the weekly and monthly deck. Interacting with the clients for any clarifications on product and process.Min 8/9 years exp.
Tenured Deputy Manager on papers
Max to pay 19 lacs(15-20% variable)
Individual Contributor role
Black Belt Certification min 4/5 years