Inbound Call Centers
Role Purpose:
- To ensure governance for Inbound Call Centre & IVR Quality across 6 partners in 47 locations in close coordination with Circle and Corporate Stakeholders and drive continuous improvement and sustain performance
- To create measurement systems for Voice Quality that reflect the Quality Management System framework a to ensure that call centres are a business differentiator in the market place.
Job Description:
- Implement and drive Governance & Controls within our Quality Management System
- Driving Service Excellence by improving and sustaining KPIs vide pain mitigation initiatives/projects
- Ensuring Change Management vide re-visiting existing processes Manager and SOGs and recommending improvements
Core competencies, knowledge and experience:
- 7 to 9 years of experience in, quality architecture, resource management, creation of internal competencies within the system
- Operational experience with all phases of telecom customer life cycle like call centre, back office, retention and Quality lead
- Green Belt/Black Belt certified
- ISO Internal Auditor certification will be an added advantage
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