Manager/Specialist/Lead - Quality - BPO

Welcome to the future of business process outsourcing! Our client is not just another IT services company; it is a dynamic, well-funded startup with a bold vision. Backed by a major business house and industry veterans, on a mission to transform the BPO landscape with AI, innovation, and unrivaled energy. If you're ready to lead our BPO revolution, read on!

The role of a Quality Manager/Lead is crucial in ensuring that operational processes meet the required standards, and that the overall performance of the team aligns with the company's goals.

Roles & Responsibility

Quality Assurance:

i) Develop and implement quality assurance processes and procedures to ensure consistent and high-quality service delivery as per client requirement/contractual obligations.

ii) Conduct regular audits and evaluations of calls, transactions, or processes to identify areas for improvement.

iii) Provide feedback and coaching to team members to enhance performance and adherence to quality standards.

Training and Development:

i) Work closely with the training department to address specific quality-related training needs, content around the quality specifications in line with customer requirements.

Performance Management:

i) Monitor and evaluate individual and team performance metrics, including key performance indicators (KPIs) and service level agreements (SLAs).

ii) Implement performance improvement plans and strategies to address any performance gaps.

Process Improvement:

i) Identify and analyze process inefficiencies, bottlenecks, and areas for improvement.

ii) Collaborate with relevant stakeholders to implement process enhancements that increase efficiency and effectiveness.

Data Analysis:

i) Utilize data analytics to identify trends, patterns, and insights related to quality and performance.

ii) Generate reports and dashboards to communicate key performance indicators and quality metrics to stakeholders.

Client Communication:

Engage with clients to understand their quality expectations and work towards meeting or exceeding those expectations.

iii) Address client feedback and implement corrective actions as needed.

Team collaboration:

i) Provide input and direction to the floor operations team.

ii) Foster a positive and performance-driven work culture, promoting teamwork and collaboration.

iii) Participate & engage with HR & training team for selection & training of associates.

Escalation Management:

i) Handle and resolve escalated issues related to quality and performance.

ii) Collaborate with other departments to address root causes and prevent recurring issues.

l) Compliance:

i) Ensure adherence to company policies, industry regulations, and client-specific requirements.

ii) Stay updated on relevant industry standards and best practices.

Communication Skills:

i) Communicate effectively with team members, clients, and other stakeholders.

ii) Conduct regular team meetings to disseminate information and address concerns.

Certifications:

i) Handle external certification of all sites as per Industry norms & client requirements.

Skillset: The quality lead plays a pivotal role in maintaining and improving the overall quality and performance of operations in the BPO industry. Adaptability, strong leadership skills, and a focus on continuous improvement are essential for success in this role.

Qualification & Experience:

- Graduate with Relevant experience. 8+ years' experience

Location : Noida