Manager - Quality - BPO

Key Tasks:

- Work with operations teams to understand Quality requirements and develop quality programs for performance improvement..

- Performance management of quality analyst with routine audit of their work and documented feedback.

- Conduct quality sessions for skill and knowledge improvement .

- Guide SME (subject matter experts)/TL/AM on the production floor to help improve sales performance.

- Maintaining all documents and data related to quality operations.

- Publish periodic reports related to quality functions' performance.

- Work on the TCDs (top call drivers) and come up with effective and efficient steps for resolution.

- Work with the knowledge management team to ensure timely delivery of training content and knowledge base articles.

- Monitor and evaluate knowledge management team's work to ensure accuracy of work.

- Work with the management team to develop strategies for quality functions.

- Work with operations, work force and recruitment teams for manpower planning.

- Work with the management team to create compliance policy for the organization.

- Work on the architecture, definition, facilitation and implementation of quality processes and standards in alignment with business objectives by adopting best practices from industry standards/models.

- Drive continuous quality improvement through strategy, quality management systems and metrics for measurable results to achieve customer delight.

- Build and promotes a quality oriented culture in the organization, through innovative quality infra-structure, communications, awareness programs and training.

- Establish and maintain process baselines, process flows & perform gap analysis.

- Decision making on quality disputes.

- Review the reviewer for transaction audits.

Desired Candidate:

- Exposure to Sales process during operations .

- Experience of managing a team of auditors for transactional quality.

- Exposure to service / product dispatch operations will be an added advantage.

- Six sigma certification (at least Green Belt) will be an added advantage.

- Excellent communication and presentation skills.

- Analytical bent of mind.

- Experience of a new process transition or leading the pilot team for a new process will be an added advantage.

- Excellent inter personal and leadership skills.

- Highly result oriented with a successful track record in past assignments