Senior Delivery Manager- Quality

Senior Delivery Manager- Quality

Senior Delivery Manager- Quality

Senior Delivery Manager- Quality

Career Guideline services India Pvt. ltd hiring for Client

 8 - 13 yrs


Job Description


    Focus on Quality Assurance and improvement of processes within Client Care Centre
    Review the service quality requirements of each department, to ensure requirements are understood and
    corrective steps are taken to meet the requirements of the company s standard.
    The candidate is expected to achieve quality assurance operational objectives by contributing
    information and analysis to strategic plans and reviews; preparing and completing action plans;
    identifying and resolving problems; determining system improvements; implementing change.


    Responsible to manage the quality globally for different regions
    Defining QA strategy, approach and execution in various departments and projects.
    Work closely with the Training & Operations teams to achieve / improve business KPIs
    Identify gaps and initiate process improvements
    Focus on reduction of errors and share RCA basis the Escalations, Repeats & Complaints.
    Ensure process adherence and audit preparedness.
    Explore ways to improve value-added service and ensure superior service delivery through robust and
    customer centric processes.
    Develops quality assurance plans by conducting analyses; identifying critical control points and
    preventive measures; establishing critical limits, corrective actions
    Implement quality management system (QMS) into all departments and ensure its ongoing efficiency.
    Review the clients requirements and ensure that all communications are in line with the quality process
    Study each and every process and analyses the defects to take the Corrective and Preventive actions.
    Supervises & manage the quality control team.
    Work with Heads of Digital Service and Service Delivery department to develop and execute QA strategies
    to meet and exceed department and corporate quality goals.

    Fluency in English is a must.
    Proven experience as a quality manager.
    Being meticulous and observant.
    Excellent statistical analysis.
    Global team handling skills.
    In-depth understanding of quality control procedures.
    Ability to build and manage team.
    8-10 years of experience in QA/QC. Certifications e.g. QMS, Lean Six Sigma,

    Behavioral Skills: 
    Strong communication skills with ability to interact with Management level
    Ability to work under high pressure and prioritize with minimal supervision
    Multi- tasking skills
    Team player with ability to work with cross functional teams

Salary: Not Disclosed by Recruiter

Industry:BPO, Call Centre, ITeS

Functional Area:ITES BPO KPO LPO Customer Service Operations

Role Category:Quality

Role:Quality Assurance/Quality Control Manager

Employment Type:Full Time, Permanent

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