HR Consultant at Global Professional Services
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General Manager - Quality - Utility Domain - Contact Center (15-20 yrs)
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
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