Director - Quality - BPO

Director -Quality for a Reputed Global BPO in Indore

Experience - 10 -15 Yrs .

CANDIDATES SHALL OPEN TO RELOCATE INDORE

- Candidates eligible for this position - AGM, DGM or Tenured Senior Manager (Min. 2+ years of experience as a Sr. Manager) in a Large Reputed Domestic Process.

- Domestic QA Experience is MUST - International with Domestic will also be considered

- Should have handled QA of at least 1500+ FTE in domestic or international

- Excellent communication skills

Job Description:

This role is responsible for:

- To drive and manage the quality metrics as per client / program requirements

- To lead and provide the inputs to QA team to maintain and improve the quality scores.

- To work closely with the Training as well as Operations to ensure that we are able to train and develop the people with strong focus on quality metrics as per laid down process

- To provide the inputs based on Root Cause Analysis and run new programs for improving the quality scores

- To lead the Quality department for domestic business and work closely with the Client SPOC for Quality

- To drive the Compliance & Investigation team to minimize the risk due to process breakage or any fraud

- To mentor and develop the QA team for performance excellence.

Segmentation of Agents,Calibration sessions,Process Compliance,Process Adherence, Audit Scores,Relationship with the client

Graduate with preferably PG degree in Statistics/Operational Research (Green/Black Belt certification is preferable)

Should have handled QA of at least 1500+ FTE in domestic or international BPO is a MUST