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03/01 Angeline
HR Consultant at Global Professional Services

Views:5328 Applications:102 Rec. Actions:Recruiter Actions:7

General Manager - Quality - Utility Domain - Contact Center (15-20 yrs)

Africa/Cape Town/South Africa Job Code: 409074

Key Accountabilities :

- Responsible for business level strategies to improve the current system

- Head both the Transaction Quality & Process excellence for the vertical

- Manage all the Quality service levels signed with the client. Ensure no hit on commercials (Quality metrics)

- As all the Quality metrics has an impact on client VOC - so management of external VOC is imperative

- Should be able to identify consulting opportunities while working on the quality assurance

- Primarily responsible for generating Quality Net Income / Savings by all the process excellence activity driven in the business

- Improve the DNA of the vertical by ensuring a proper system of training, certification and process improvement in the business assigned

- Maintain the quality benchmark for call handling / transaction processing

- Develops the monitoring team and supports team training requirements Ensure consistency in Quality standards

- Reviews feedback from Business channels regarding the Quality aspect of Customer Services

- Demonstrates a high level of commitment to improve customer service / C-SAT / NPS

- Able to work on self-initiatives, Flexible and adaptable, Sense of urgency, Strong attention to details

- Able to communicate at all levels, Decision Maker, Solution Oriented

- Audit and Feedback Compliance as per ISO 9001:2008 and other applicable certifications

- Team attrition to be managed-

Knowledge/Qualifications/ Competency :

- Graduates in any Stream

- Communication Skills

- Microsoft Office skills high

- Proficient on statistical tools - Minitab / JMP / SPSS

- Master Black Belt (Certification will be good but not mandatory), Knowledge on Statistics is mandatory

- ISO knowledge required

Desirable :

- Post Graduate in Management or any other area

- Graduate with Mathematics as one of the subjects

- Six Sigma certified / ISO Certified /COPC certified / eSCM certified

- Project Management professional

Special Role Requirement :

- Willing to travel across sites & locations

- Excellent communication skills should be able to communicate with external customers and senior leadership

- Should be a good mentor

- Knack for detailing, drilling down

- Training capabilities

- Handling large data and hands on with statistics

- Tech savvy

- Friendly to applications and other tools

Working Experience :

- 15 or more years of Relevant Work Experience

- Someone who has worked both in BPO and consulting practice will be preferred

Angeline

GPS

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

Women-friendly workplace:

Maternity and Paternity Benefits

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