Lead - Quality - BPO

Job Code: GO/JC/5051/2014

Quality Lead

Job Description:

- Drive the basic rigor around transactional quality to ensure delivery on KPIs across all locations

- Create the necessary governance and review mechanisms to drive transactional quality

- Periodic interaction through Emails and Conference calls with the client to share the progress and reviews on Quality Performance; review new process and procedure changes.

- Performing KPI performance trend analysis, and identifying quality improvement opportunities, and driving improvement initiatives using the appropriate quality tools

Quartile performance management - identifying Bottom Quartile:

- Identifying barriers and root causes of the issues and performance and to bridging performance gap through coaching or other means.

- Ensure the Quality team conducts Training Need analysis by measuring the performance and analyze trending which is followed by sessions/trainings or helping redesign the training structure if required.

- Drive Quality Improvement culture among Middle and Lower Management

- Identify opportunities for Quality Improvement projects; create a pipeline of improvement projects; provide the necessary coaching and guidance to run these projects to deliver value additions for both Digicall and the client.

- Set-up/ Refine the BPMs & Metrics (CTQs/ Op Metrics)

- Opertionalize Dashboard Review

Skills: Quality

No. of opening: 1

Location: Noida

Education: Any Graduates

Industry: ITES/BPO/KPO

Maheshwari