Job Description : This is a leadership position and will report to Head of Quality of the organisation Qualification / Work Experience : - Graduate/PG with MBB/BB/GB certification - Should have minimum 10 years of relevant experience managing a large span in a BPO/Customer service setting - Strong knowledge of Quality methodology (COPC, Six Sigma, LEAN) This role is to manage Bank clients for the BPO and hence Banking Background will be preferred Role : - Responsible for overall operations of the quality function, customer experience, CSAT and process improvement projects for his/her span. - Play crucial Strategic role in improving customer Experience / Quality Scores for large number of accounts - To Manage large Quality team for day to day transactional requirements - Lead and support value additions like Digitization and Six Sigma Projects - Drive Quality Initiative across the span and bring in efficiencies and effectiveness in processes - Works in partnership with operations and training teams to study and analyze trends in quality and follow through with recommendations to improve people with strong focus on laid down processes - Process mapping and identifying non-value-add steps to create lean and agile processes

Mumbai

Director - Quality - BPO 

Director - Quality - BPO  ,Job Description for Director - Quality - BPO  in Unicusjobs in  Mumbai for (10-15) years of experience. Apply Now!

Job Description for Director - Quality - BPO  in Unicusjobs in  Mumbai for (10-15) years of experience. Apply Now!