Group Manager - Quality - GDS - BPO/KPO

Group Manager - Quality

Role: - Team Role - Managing Locations - Pune / Nasik - Team Minimum 2 AM - 6/7 Quality Analyst

Shift Timings Between: - 12.30 PM to 3.30 AM.

FTEs: - 270 / 300 Plus

Travel BG Preferred

ITTA - Certification Mandatory

Experience in GDS - systems like - Amadeus/ Sabre / Travel port ((Galileo, Worldspan and Apollo) would be an added advantage.

Transactional Quality Role - Blend [Voice / Non-Voice]

- Lead a team of Quality Analysts & Managers.

- Minimum 5-10 years of experience in Transactional / Transformation Quality setup.

- Own business / operational metrics for operations shop, be gatekeeper of metrics.

- Ensure adherence to defined SLAs, processes are compliant from risk perspective, continuous reduction in errors / customer comebacks, drive QDNA metrics [Brainwaves, Kaizen].

- Drive quality related activities, Calls / Back Office Calibrations with clients & internal team, FMEA, Risk & Compliance practices.

- Drive continuous improvement projects to improve process performance and / or generate QNS.

- Facilitate sharing of best practices from within and outside the organization and implement them.

- Driving VOC / CSAT / NPS actionable across the team and maintain/improve the scores.

- Take charge of internal meetings/client meetings/customer reviews/stakeholder meetings.

- Create and manage performance dashboards which depict business and ops metrics clearly.

- Can conceptualize and implement Statistical Process Control (SPC) principles in the process.

- Open to stretch if needed to meet team and organizational goals.

Knowledge/Qualifications/ Competency / Work Experience:

- Any Graduate / PG, Good Communication / Presentation Skills.

- Green Belt Certified Preferred.

- Candidates only from a BPO/KPO/Captive/Contact Centre Background

- Candidates preferred from a Travel Background

- Minimum 5 yrs work experience in Transactional Quality - ( Voice /Back Office/ Blend - Processes Background ) Mandatory

- Candidates preferred with Prior work experience in TQ Management & Mentoring projects/ BQ Management/ RCA/ Reporting/ Error Analysis/ Client & Stakeholder Management.