Asst Manager Quality
Asst Manager Quality
Asst Manager Quality - Hyderabad
8 - 13 yrs
- Greetings from Tech Mahindra..
Immediate opening for Asst Manager Quality for Voice process
Work Location: Hyderabad
Handling a team of QAs or QTLs
Implement Operational Excellence Tools (5S, RCA, Lean, Standard Work, Continuous Improvement, Six Sigma, Tiered Accountability & GEMBA).
Establish and maintain Quality Management system for the account
Works with the site team to achieve optimal results on efficiency and other operational key metrics (i.e. First Time Resolution, AHT, shrinkage, Utilization etc.) through gap analysis and process improvement projects
Be able to lead new process design (Designing As-is and To-be Process Mapping) and propose alternate business process designs
Works with the site/client team in upholding compliance in all organizational standard procedures and policies (i.e. Model of Excellence, InfoSec, Physical Security, Visitor Processing, operational processes, business reviews, etc.)
Responsible for compliance in all contractual and regulatory requirements
Replicate best practices from other locations/processes to improve process performance.
Design training programs, train staff on Operational Excellence Tools & promote culture of Kaizen.
Support & guide staff on quality related projects as a part of their career development plans.
Participate actively in all quality related audits both internal as well as external
Conduct transactional quality audits, Process Improvements, calibrations
Key Deliverables (KRA/Measure)
Knowledge : Understanding of the process, evaluation & feedback, reporting and analysis
Reduction of rework and Cost of poor Quality(COPQ)
Should be able to handle & achieve the departmental requirements
Maintaining secrecy of data
Applicants Specifications & Qualification
Graduation (any discipline) with 10-12 years of experience of working in an International
Expertise and domain knowledge in Customer Care
Should be open to work 24/7
Forrward your resume at CS00593612@techmahindra.com
Salary: Not Disclosed by Recruiter
Industry:BPO, Call Centre, ITeS
Role:Team Leader-Quality Assurance/Quality Control
Employment Type:Permanent Job, Full Time