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  • Constantly improve quality audits across various teams.
  • Ensure improvement and sustainability of processes based on quality audits.
  • Assist the Operations team in employing innovative methods and give feedback to improve the overall customer experience.
  • Identify and explore quantitative and qualitative data to develop and enhance employee skills.
  • Tackle problems in creative and logical ways and brainstorm solutions.
  • Conduct customer feedback audits and derives insights to optimize the user experience.
  • Create effective working relationships with key stakeholders by logical process enhancement suggestions along with data-driven
  • product decisions.
  • Formulate compliance and non-compliance processes as per policies and requirements.
  • Ensure that training is delivered to all new employees as per the training calendar.
  • Ensure a smooth and clear transition of new processes from the training team.
  • Identify and assess training needs through job analysis, quality scores, performance appraisals, and consultation with respective managers.
  • Plan and manage on-the-job training, quizzes, refresher training, etc. for associates.
  • Take full responsibility for the knowledge and content management of documented processes.
  • Constantly drive the quality and methodology of training, workshops, etc.
  • Execute training tasks and assignments on short notice.
  • Work closely with various teams to plug areas of opportunity into the training area.


ELIGIBILITY CRITERIA
  • Six Sigma certified (Mandatory), Additional Certification or the experience of implementing Training and Quality-related
  • processes from scratch will be an advantage.
  • Total 6-8 years’ experience, with minimum 5 years managing a Quality and Training team.
  • Experience in both voice and non-voice processes.
  • Strong analytical and problem-solving skills. Must enjoy digging into data and deriving insights because we are a data-driven company obsessed with numbers.
  • A quick learner who is able to understand the process and provide valuable feedback.
  • Excellent interpersonal skills and ability to work with and influence different stakeholders across teams.
  • Should have the ability to work under pressure and in an unstructured environment. Must be meticulous.
  • Excellent written and verbal communication skills with the ability to communicate with multiple levels within the organization.
  • Should have excellent knowledge of MS-Office, Excel, MIS, Dashboards and Power Point Presentation Skills.
  • Should have sound knowledge of 7 Quality tool for compiling, interpreting and communicating all quality related statistical
  • information internally as well as to the client - Administer performance management by diagnosing improvement opportunities.
  • Location: Gurgaon
  • Salary: INR 8,00,000 -12,00,000/-
  • Industry: BPO / Call Centre / ITES
  • Functional Area: ITES , BPO , KPO , LPO , Customer Service , Operations
  • Role Category: Operations
  • Role: Operations
  • Employment Type: Permanent Job, Full Time

  • LOCATION
    Gurgaon
    JOB PROFILE

    • Controlling people attrition and absenteeism by being People focused with orientation of resolving people related issues. Giving adequate time to all people in his team.
    • Quality and customer focused by ensuring the quality targets and activities are planned and controlled.
    • Process metrics management like ACHT, Sales, Dial out, Conversions, Login hrs, C-SAT scores, Call quality scores, Product test scores etc as defined for his level.
    • TL/AM level feedback for quality and product
    • Escalation to supervisor.
    • Able to project client escalation and control proactively
    • Able to communicate to client for hep required and escalations
    • Data base management
    • Dialler strategy.
    • Measure and ensure client KPI
    • Coordinate with support functions for team approach
    • Billing as per approved count
    • Reviews with client and internal management
    • Able to give the process improvement suggestions
    • Ensuing billing and collections on the time.
    • Coordinate with internal functions for support required.

    QUALIFICATION
    Graduate or Post Graduate

    EXPERIENCE
    10-12 Years in customer services/Sales / BPO/KPO Should have handled minimum 150+ FTEs

    LOCATION
    Navi Mumbai
    JOB PROFILE

    • Team Handling
    • Roster setting
    • Controlling attrition
    • Shrinkage controlling
    • Performance Management

    QUALIFICATION
    Graduate in any stream 12th Pass or 10+ 3 Yrs diploma Complete or Graduate in any stream

    EXPERIENCE
    1 to 6 years of experience in customer services/Sales / BPO/KPO Have managed 15-20 FTE for Voice Process

    LOCATION
    Navi Mumbai
    JOB PROFILE

    • Team Handling
    • Answers inquiries by clarifying desired information
    • Researching, locating, and providing information
    • Fulfills requests by clarifying desired information
    • Completing transactions; forwarding requests
    • Sells additional services by recognizing opportunities to up-sell accounts; explaining new features

    QUALIFICATION
    Graduate in any stream
    12th Pass or 10+ 3 Yrs diploma Complete or Graduate in any stream

    EXPERIENCE
    Fresher or 1-2 years

    LOCATION
    Navi Mumbai
    JOB PROFILE

    • Team Handling
    • Answers inquiries by clarifying desired information
    • Researching, locating, and providing information
    • Fulfills requests by clarifying desired information
    • Completing transactions; forwarding requests
    • Sells additional services by recognizing opportunities to up-sell accounts; explaining new features

    QUALIFICATION
    Graduate in any stream
    12th Pass or 10+ 3 Yrs diploma Complete or Graduate in any stream

    EXPERIENCE
    Fresher or 1-2 years

    LOCATION
    Bangalore
    JOB PROFILE

    • Team Handling
    • Answers inquiries by clarifying desired information
    • Researching, locating, and providing information
    • Fulfills requests by clarifying desired information
    • Completing transactions; forwarding requests
    • Sells additional services by recognizing opportunities to up-sell accounts; explaining new features

    QUALIFICATION
    Graduate in any stream
    12th Pass or 10+ 3 Yrs diploma Complete or Graduate in any stream

    EXPERIENCE
    Fresher or 1-2 years

    LOCATION
    Gurgaon
    JOB PROFILE

      Create and communicate an overall vision for quality within the company, setting goals and recommending organizational changes to achieve these goals. Communicate the company's quality system to customers.

      Create an environment conducive to continuous quality improvement and implements systems to nurture quality excellence.

      Promote consensus and quality throughout the company.

    • · Responsible for ensuring smooth set up and functioning of quality compliance at a vertical level to meet business, internal and certification requirements; this involves designing functional level policies and procedures and driving standardization across all clients
    • · Responsible for developing process improvement strategy at client / engagement level, planning and execution of projects; managing process improvement program for each business working closely with clients and operations
    • · Provides innovative solutions, facilitates and mentors improvement projects; trains and coaches LBBs, Black Belts on improvement projects
    • · Develops measures to improvement performance across processes including SLAs
    • · Participate in RFIs/ RFPs and provide inputs on transformation and quality management
    • · Work closely with client change and operations teams to identify / drive onshore improvement projects for select clients
    • · Lead improvement and transformation projects using Digital transformation , Lean, DMAIC and other six sigma methodologies like DFSS etc.
    • · Facilitate the sharing of best practices from within and outside the organization and implement them
    • · Planning and managing budget and resource allocation for the assigned vertical
    • · Business development and solutioning in select areas; support in RFP, RFI responses from quality perspective.
    • · Must have very good knowledge of call Centre functioning and Call Centre metrics
    • · Knowledge of all QC tools and QMS
    • · To identify process gaps and highlight it to the regional team
    • · Continues follow ups on issues escalated to respective stake holders
    • · To drive Process Improvement initiatives
    • · Must have good analytical skills to conduct various analysis and RCA on weekly/monthly basis
    • · Should have good command on MS office (Excel and PPT)
    • · Delivering the tasks within strict timelines
    • · Review and Regulate SOP
    • · Monitor, drive, and execute tasks as per SOP to ensure successful outcomes with Scope, Time, and Cost
    • · Attend to Process Escalation and provide effective solutions
    • · Should have excellent communication skills (written and spoken)
    • · Certified/Trained six sigma green belt - Added advantage
    • · Experience of identifying process improvement opportunities.
    • · Handling Lean/Six sigma projects - Added advantage
    • · Willing to travel to regions as and when required.


    • Compliance -
    • · Create sound internal controls and monitor adherence to the defined contract terms
    • · Draft and revise department policies, whenever required
    • · Conduct audit processes proactively, practices and documents to identify weaknesses of internal departments
    • · Evaluate business activities to assess compliance risk
    • · Collaborate with external auditors and HR when needed
    • · Set plans to manage a crisis or compliance violation
    • · Keep abreast of internal standards and business goals
    • · Sharing Monthly compliance report with plan of action to respective stake holders

    QUALIFICATION
    Graduate with PG will be preferred

    EXPERIENCE
  • · Relevant experience of 10 – 15+ years in Quality function
  • · Should currently be handling National or Regional quality Head position with Domestic/ International BPO
  • · Should have worked with the strength of 4000FTS’s region wise/ PAN India
  • · Should be able to work in round the clock shifts
  • · Should have handled a team of at least15 - 20 directly and indirectly reporting in to him
  • · Six Sigma Black Belt certififed ( Mandatory)
  • · COPC HPMT & RCT ( Mandatory)

  • LOCATION
    Navi Mumbai