Senior Manager - Quality - Contact Center

Senior Manager - Quality - Contact Center

Roles & Responsibilities:

- Lead TQ support for a new strategic offering, training as a Service for our clients.

- Drive continuous improvement program across processes.

- Analysis of utilization, efficiency and available data for the process.

- Undertake detailed process improvement studies and up skills the team members.

- Mentor Green Belt/Yellow Belt projects.

- Drive culture of continuous improvement.

- Provide Training and quality support, development of metrics and dashboards in line with customer requirements.

- Ability to lead a team, coordinate with other locations and drive standardized practices.

Should meet and exceed client metrics :

- External & internal quality metric should be consistently green.

- Strengthen quality management processes/framework to improve quality delivery.

- Accurately capture SLA/SLO Metrics, the reporting needs of each of the client and set up/customize processes to seamlessly meet client's expectation.

- Ability to get out of the box ideas and Process Improvement Initiatives in the process.

- Should drive Process Control & Compliance in addition to managing Audit requirements.

- Should ensure Knowledge consistency through means like calibrations, Quizzes, D-Sat Scrubbing etc.

- Should have persuasive, collaborative and influencing skills.

- Strong interpersonal skills to manage client expectations/engagements effectively.

- Excellent Transactional Quality Domain Knowledge.

- Sig Sigma Black Belt certification is preferred knowing the Global scale and impact of the role.

- Strong Process Knowledge and Compliance to Multiple Audit Postures.

- Design overall framework of learning development for associates across Global locations.

- Translate key business drivers to performance requirements and accordingly identify/design learning interventions that provide greater flexibility of learning options.

- Define a framework for measurement and analysis of learning impact on change in associate behavior and performance.

- Ensure consistency in training content effectiveness by defining and operationalizing a content evaluation framework for programs.

- Integrate continued education as part of overall associate development by defining and managing an education reimbursement policy for higher education programs and certifications.