Manager - Quality - Blackbelt - Travel Domain - BPO/KPO

Salary offered: 10 - 12 LPA

FUNCTIONAL/ OPERATIONAL:

- Ensures Client expectations of quality and efficiency are met

- Evaluates progress on targets monitoring, feedbacks and corrective actions

- Assesses and implement action plans to improve performance

- Reports weekly scores to clients for efficient Quality Assurance

- Reviews performance over con calls

- Assesses action plans and its effectiveness

- Responds and resolves issues arising out of interactions with Operations/ Clients.

- Conduct trend analysis of floor performance.

- Conducts process level analysis and draws up implementation plan.

- Supports transitions - Align team and self to understand processes being transitioned and begin transaction monitoring from day 1 of process going live

- Voice of Customer - Ensure functioning of the mechanism of capturing CCRP and VoC is improved, analyzed and work along with stakeholders towards improvement of customer perception.

TEAM RELATED:

- Handles day-to-day issues pertaining to the QA team

- Reviews the weekly team performance & development

- Approves roster & leaves for the team

- Measures performance of the team through performance appraisals and ongoing feedback and training.

- Plans team targets.

- Schedules quality feedback sessions.

- Conduct Skip Level meets.

BLACK BELT CERTIFIED / TRAINED IS COMPLUSORY