POSITION / JOB TITLE: AGM/DGM - Quality FUNCTION: Operations Support PROCESS / DEPARTMENT:Quality POSITION REPORTS TO: DGM / GM - Operations (HOD) / HOD - Quality POSITION IS REPORTED BY: Manager / TM MAIN RESPONSIBILITIES / ACCOUNTABILITIES: FUNCTIONAL/ OPERATIONAL: - Ensures Client expectations of quality and efficiency are met - Is Greenbelt/black belt certified - Understands has knowledge on Risk assessment - Is able to do analytics and has an analytical bent - Skilled in Office 365 - Evaluates progress on targets monitoring, feedbacks and corrective actions - Assesses and implement action plans to improve performance - Reports weekly scores to clients for efficient Quality Assurance - Reviews performance over con calls - Assesses action plans and its effectiveness - Responds and resolves issues arising out of interactions with Operations/ Clients. - Conduct trend analysis of floor performance. - Conducts process level analysis and draws up implementation plan. - Supports transitions - Align team and self to understand processes being transitioned and begin transaction monitoring from day 1 of process going live - Voice of Customer - Ensure functioning of the mechanism of capturing CCRP and VoC is improved, analyzed and work along with stakeholders towards improvement of customer perception. Information Security General Security Responsibilities: - Adhering to Information Security Policies and Procedures of IGS. - Ensuring compliance to Information Security Policies and Procedures Specific Security Responsibilities: - Ensure reportees comply with the security policy and procedure - Understand and Comply with Information Security Policies and Procedures, and report all security incidents. - Ensure the audit non-compliances are fixed within the stipulated timelines. - Protect information entrusted to you. - Follow the information labeling and handling procedures based on the classification level of the asset. - Follow the Clear Screen and Clear Desk Policy. - Adhere to the Internet Code of Conduct, email usage policy and customer information and data security policy. - Comply with the Non Disclosure Agreement. TEAM RELATED: - Handles day-to-day issues pertaining to the QA team - Reviews the weekly team performance &amp; development - Approves roster &amp; leaves for the team - Measures performance of the team through performance appraisals and ongoing feedback and training. - Plans team targets. - Schedules quality feedback sessions. - Conduct Skip Level meets. CLIENT SPECIFIC / ORIENTED: - Develops strategic &amp; tactical plans to identify, analyze and effectively respond to clients needs, emerging trends and best practices - Understands client's processes and suggest modes of value addition OCCASIONAL RESPONSIBILITIES: - Drives quality initiatives such as Six Sigma/ COPC to ensure continuous improvement - Ensures adherence to norms specified by COPC certification and ISO270001 specifications - Adherence to norms specified by COPC certification and ISO 270001. - Respond and resolve issues arising out of interactions with Operations/ Clients. QUALIFICATION (Education): Graduate from a recognized Institute or University in any discipline. DESIRED YEARS OF EXPERIENCE: 10-12 years DESIRED INDUSTRY EXPOSURE: Minimum 5 years of work experience in BPO/Call Centre DESIRED ROLE EXPOSURE: Minimum 2 year as Manager- Quality exp If Interested, Please send your updated profile in word format with below details for further process. 1. Total Experience 2. Relevant Experience 3. Current Location 4. Current Oraganisation 5. Current Designation 6. Qualification 7. Current CTC( Fixed and Variable) 8. Expected CTC 9. Notice Period 10. Reason for Change. 11. Date of Birth 12. Availability for face to face on weekdays Hema

Mumbai

AGM/DGM - Quality - Operations Support - BFSI/BPO 

AGM/DGM - Quality - Operations Support - BFSI/BPO  ,Job Description for AGM/DGM - Quality - Operations Support - BFSI/BPO  in Recruitment Firm in  Mumbai for (8-16) years of experience. Apply Now!

Job Description for AGM/DGM - Quality - Operations Support - BFSI/BPO  in Recruitment Firm in  Mumbai for (8-16) years of experience. Apply Now!