Senior Manager-Transactional Quality

  • Gurgaon
  • 10-15 lakh
  • 8-13 years
  • Views
  • 04 Jan 2017

  • Customer Service

  • BPO/ ITES/ Call Centers
Job Description

Drive continuous improvement program across processes
Mentor Green Belt/Yellow Belt projects
Provide Training and quality support, development of metrics and dashboards in line with customer requirements
Should meet and exceed client metrics: External & internal quality metric should be consistently green
Strengthen quality management processes/framework to improve quality delivery
Accurately capture SLA/SLO Metrics, the reporting needs of each of the client and set up/customize processes to seamlessly meet client's expectation
Should drive Process Control & Compliance in addition to managing Audit requirements
Should ensure Knowledge consistency through means like calibrations, Quizzes, D-Sat Scrubbing etc.
Manage trainings for the accounts : Process and Refreshers
Maintain the desired target throughput for process training batches
Manage and control attrition and effective employee engagement activities

Bachelor+PG degree is preferred
8+ Years of Exp
Certified/Trained in Green Belt
Demonstrated success in Transactional Quality
Thorough knowledge of MS office tools like Power point , project, excel are critical for the job
Strong communication skills
String analytical skill- ability to work with huge volume of data using statistical tools
Excellent knowledge of six sigma and lean methodology
Good facilitation skills
Flexible approach to tackling projects
Good team player
Good Presentation skills
Should have persuasive, collaborative and influencing skills
Strong interpersonal skills to manage client expectations/engagements effectively
Excellent Transactional Quality Domain Knowledge
Have client handling experience

Competencies/Skill sets for this job

Process Training Quality Management Green Belt

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