Sr Manager - Transactional Quality - BPO

Responsibilities & Key Tasks:

- To define, standardize and monitor quality parameters and thereafter make recommendations for on going improvements.

- Identify the tangibles and the intangibles perceived to enhance value of services provided by organization.

- Analyse how the intangibles contribute to the creation of customer value, beliefs, and satisfaction leading to an overall sustainable organizational growth.

- Create awareness amongst service personnel about these intangibles and what they mean to the customer.

- Design training and sensitizing programmes to enable service personnel to internalise key service deliverables.

- Design and document standard practices to be carried out for Information Security and Business process Re-engineering.

Work closely with the:

- Human resources & Training to plan and design training interventions

- Operations for consistent delivery of service standards

- Marketing/PR to ensure we communicate realistic expectations to customers and ensure that customer expectations match delivery promise.

- To capture the top management’s vision and translate it into reality, also to convey and ensure organisational support required for employees to perform optimally

- Monitor systems and provide ongoing feedback for continuous improvements to the service delivery standards.

Core Competencies:

- Service Excellence

- Team Player

Functional Competencies:

- Excellent Knowledge of ISO 9000

- Good knowledge of KAIZEN & Suggestion schemes

- Process orientation

- Knowledge on Six Sigma tools & techniques

- Familiarity with Quality awards (Malcolm Bal ridge/Deming)

- Good Analytical Skills

- Exposure to Six Sigma, TQM, Policy Deployment, and other macro approaches to Excellence.

- Extensive work on Problem Solving tools & techniques

If interested, feel free to call at 01246676114.