Manager/ Sr. Manager-Quality- Domestic BPO (Gurgaon) All LOBs

Pranay Kumar Feb 21, 2021 857 0

Manager/ Sr. Manager-Quality- Domestic BPO (Gurgaon) All LOBs

url to apply- https://www.naukri.com/job-listings-manager-sr-manager-quality-domestic-bpo-gurgaon-all-lobs-one-point-one-solutions-limited-delhi-ncr-delhi-gurgaon-7-to-12-years-120221002787?src=sortby&sid=16139011163456589_1&xp=18&px=1

ONE POINT ONE SOLUTIONS LIMITED 3.3(333 Reviews)

7 - 12 years

₹ 5,00,000 - 12,00,000 P.A.

Delhi NCR, Delhi, Gurgaon

Job description

Job Description: Manager Quality

Roles & Responsibilities:-

Drive continuous improvement for Transaction Quality and Delivery
Excellent knowledge of Six Sigma
Knowledge of 7 Basic Quality Tools
Manage Call Quality & Client related KPI's (Inbound/ Outbound/ Email Process)
Evaluate effectiveness of TQ interventions
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
Provide crisp and specific feedback to Front Line Recruitment Teams on quality of new hires
Provide quality floor support, feedback, refresher
Facilitate Quality and Compliance team to perform various audits and follow ups based on observations highlighted
People Management skills
Knowledge of statistical tools will be an added advantage
Data structuring and churning ability
Ability to drive initiatives and projects to closure
Ability to deal with employees at all levels of hierarchy
Ability to provide leadership, direction and motivation to build high performing teams
Analytical Skills / Quantitative skills
Excellent Communication and articulation skills
Data Handling / data interpretation skills / data visualization skills
Needs to have good working knowledge of Transaction Quality systems, tools and technologies.
Should understand Transition from startup to BAU/Hand over phase
Process Oriented, Planning, Decision making, Ability to prioritize, Ability to meet deadlines and work under pressure
Detail oriented, Strong organizational skills, Presentation skills