Senior Manager - Quality

We have vacancies for the Requirement For "Sr. Manager Quality

Job Location : Pune / Ahmedabad

Roles And Responsibility :

Corporate Quality :

- Performing analysis of CSAT data/ various Quality (E.g. Call quality) and Productivity (E.g. AHT) metrics data for determining the root cause of issues and suggesting plan of actions for various projects

- Rendering assistance in the projects for setting up the quality processes that includes calibrations process, reporting mechanism and approach for analysis & sampling

- Working on six sigma project ; process re-engineering through Kaizen initiatives

- Developing the Training framework/content and facilitate training sessions on customer centric framework, and assist teams in developing Governance plans

- Deploying quality tools/ methods such as QC tools, 5 Why Analysis, FMEA etc. across the organization

- Effectively devising metrics for BPO, IT and analytics such as on time, rework, etc., tracking and analyzing them for identifying gaps in processes

Transaction Quality :

- Effectively handle large teams comprising of quality leads and QAs with an average tenure of 6-8 years

- Understanding and managing the clients- expectations through structured reviews and disseminating their requirements across all departments

- Analyzing data for trends of various BPO metrics such as AHT, CSAT, etc. and devising action plans/ initiatives accordingly

- Devising the quality plan/ schedule and presiding calibration sessions

Transaction (Operations) Management :

- Leading, mentoring & monitoring the performance of team members to ensure efficiency in process operations and meeting individual & team targets

- Monitor the queue, and initiate real-time decisions such as resource re-allocation etc. to meet the targets for Operational metrics

- Initiating relevant plans for bridging knowledge gaps, process gaps, language gaps and ensure closure of the same.

- Recommend quality certification options . Document and present requirements. Conduct a gap analysis in terms of the certification requirements. Create a detailed plan on preparing for certification.

- Take lead in BE initiatives with complete governance of YB and GB projects for ICO. Ensure projects are being delivered per the project charters and track benefits to the business. Ensure report out to the leadership team. Act as a mentor on GB projects.

- Create an environment of continues improvements by developing a high performing team of QAs.

- Enhance the current Quality Monitoring evaluation methodology, including forms, calibration, and feedback process.

- Responsibilities of quality assurance individual ensuring end interaction audits, Feedback & Coaching, Process & compliance, internal audits, FBL review, escalations, NPS/ C-sat/ Resolution (Customer experience matrices), maintaining quality standards for external & internal indicators as per client sign-offs, deploying quality during all stages of process life cycle, TNi and reporting, calibrations and error impact analysis,NPS detractor analysis, BQ management.

- Lead the Quality department providing qualitative inputs on performance improvement,, Mentor and lead Quality related projects, develop a strong control mechanism to ensure highest quality standards are delivered. Creation of process maps and other process documentation.

- Lead the development of supervisors as quality coaches and act as their mentor in dealing with the challenges of developing front line staff. i. Act as process analyst by identifying efficiency gains driven by training and quality initiatives.

- Create synergy between Hiring, Training, Operations, and Quality teams.

- Ensure regular MIS & Reporting on Quality to various key stakeholders and senior management

Key Accountabilities :

- Supervised and handled Productivity and Quality related issues of the team

Effectively maintained :

- Documents related to internal & external audits

- Generated agent wise error trend reports for all queues, analyzed them and discussed about plan of action with operations on a monthly basis

- Prepared consolidated reports for all queues

- Handled quality score disputes with operations team

- Mentored & monitored the activities of QA team; presided calibration sessions

- Planned and devised the Quality schedule

Desired Profile :

- 10- 12 Years of total work experience

- At least 6-8 years of relevant work experience in Quality Graduate and a Certified as Black Belt in Six sigma,)

- Strong Leadership qualities

- Must have good experience in managing Training & Quality team

- Must have good knowledge of tools and systems used for Training & Quality

- Brings in Innovation & Change

- Must possess good knowledge and maturity to handle tough or crisis situations

- Extremely good communication skills

- Good Stakeholder Management

In case of any Query please contact at the number mentioned below :

Priyanka Chaubey, +91 7874624365 (B/W, 10:00 A.M to 6:30 P.M)

Priyanka Chaubey
Forret India Management Consultants
Senior Recourses Specialist
403, 4th Floor, Rembrandt Building,
Opp.Assoicated Petrol Pump,
C.G.Road, Ahmedabad -380006.
Contact No: 7874624365

Job Location : Pune / Ahmedabad