AGM- Quality (bpo/kpo)

Kalkine Solutions Private Limited Noida Six Sigma

AGM- Quality (bpo/kpo)

Kalkine Solutions Private Limited

Experience: 10 - 15 years

Salary: ₹ 9,50,000 - 15,00,000 P.A.

Location: Noida


Job description

Job description

Manage the team and allocate responsibilities
Identifying process gaps
Adherence to quality and ensure quality parameters are adhered
Continuous improvement in quality metrics as set by the client/ process
Ensure the transaction monitoring piece (audit/Feedback/Coverage)
Conduct Train the Trainer (TTT) and coaching programs for trainers to upgrade the team performance.
Trainer Certifications, Audits, Feedbacks and Trainer Life cycle Development.
Imparted trainings on Leadership, self-development, etiquettes and induction programs for new joiners
Call listening and Call Calibration with the team periodically
Ensure effective delivery of Training and facilitate communication between learners and trainers by doing training batch audits.
Liaison with Recruitment, Workflow and the Operations Team to update and publish Training Calendar for new hire training batches and refreshers.
Work closely with other functions to ensure consistent focus on training requirements & initiatives
Process Improvement and to achieve Quality targets - Focus Audits, Mystery Audits, Dipstick Compliance, Extra Audits, Call Calibration with internal and external team.
Monitor feedback efficacy on weekly and monthly basis and Analyzed the reason of errors and concentrations of errors for improvement
Use the Quality Tools to run the Quality and C-SAT Projects

Standards for Measuring Success

Meet service level (SLA)
Other key management attributes & Key Performance Indicators(KPIs) as specified by Supervisor


Required Candidate profile

Managing quality team aligned to Process
Should have time and people management skills
Keeping Track on Process Trends
Analyze and Report Trends in Agents/Process performance
Participate in quality systems improvement activities using six sigma methodologies
Mentoring team on their projects execution and delegation
Streamlining the process and change implementation
Implement corrective action plans as and when required
Recommend initiatives to improve transaction Quality through new quality tools, methodology and motivational approach
Conducting internal and external performance review with stakeholders and associated business partners

Required Skills

Minimum 6-8 years of experience in quality domain
Experience on Incident Management, Change order management etc.. is plus
Experience on multidimensional accounts or projects handling will be a plus
Excellent written and verbal communication skills in English.
Sound knowledge of MS Office (Specially Excel, Word and PPT)
Knowledge of QC Tools, Six Sigma, FMEA, SIPOC etc.
Personal Characteristics & Behavior

Role: Team Leader-Quality Assurance/Quality Control

Industry Type: BPO, Call Centre, ITeS

Functional Area: ITES, BPO, KPO, LPO, Customer Service, Operations

Employment Type: Full Time, Permanent

Role Category: Quality


UG :Any Graduate in Any Specialization

PG :Post Graduation Not Required, Any Postgraduate in Any Specialization