General Manager - Quality - Utility Domain - Contact Center

Key Accountabilities :

- Responsible for business level strategies to improve the current system

- Head both the Transaction Quality & Process excellence for the vertical

- Manage all the Quality service levels signed with the client. Ensure no hit on commercials (Quality metrics)

- As all the Quality metrics has an impact on client VOC - so management of external VOC is imperative

- Should be able to identify consulting opportunities while working on the quality assurance

- Primarily responsible for generating Quality Net Income / Savings by all the process excellence activity driven in the business

- Improve the DNA of the vertical by ensuring a proper system of training, certification and process improvement in the business assigned

- Maintain the quality benchmark for call handling / transaction processing

- Develops the monitoring team and supports team training requirements Ensure consistency in Quality standards

- Reviews feedback from Business channels regarding the Quality aspect of Customer Services

- Demonstrates a high level of commitment to improve customer service / C-SAT / NPS

- Able to work on self-initiatives, Flexible and adaptable, Sense of urgency, Strong attention to details

- Able to communicate at all levels, Decision Maker, Solution Oriented

- Audit and Feedback Compliance as per ISO 9001:2008 and other applicable certifications

- Team attrition to be managed-

Knowledge/Qualifications/ Competency :

- Graduates in any Stream

- Communication Skills

- Microsoft Office skills high

- Proficient on statistical tools - Minitab / JMP / SPSS

- Master Black Belt (Certification will be good but not mandatory), Knowledge on Statistics is mandatory

- ISO knowledge required

Desirable :

- Post Graduate in Management or any other area

- Graduate with Mathematics as one of the subjects

- Six Sigma certified / ISO Certified /COPC certified / eSCM certified

- Project Management professional

Special Role Requirement :

- Willing to travel across sites & locations

- Excellent communication skills should be able to communicate with external customers and senior leadership

- Should be a good mentor

- Knack for detailing, drilling down

- Training capabilities

- Handling large data and hands on with statistics

- Tech savvy

- Friendly to applications and other tools

Working Experience :

- 15 or more years of Relevant Work Experience

- Someone who has worked both in BPO and consulting practice will be preferred

Angeline

GPS