Group Manager - Quality - BPO

Group Manager - Quality

We have 2 positions open and based at Mumbai.

We require a Utilities Preferred

- Green Belt Certified / Preferably BB Trained & Tested / Certified

- Process Blend - Voice /Back Office - (Web Chat /Email Process Back Ground)

- Must have worked as in a Quality Assurance role in some post of time in his career - Mandatory

- Transactional Quality 60% / Transformation Quality - 40 % - Role

- Business is Open to look at candidates in Utilities, Telecom - Ops background who are open to move into Quality, with some quality Exposure.

2nd CRF - Position

- Must have worked as in a Quality Assurance role in some post of time in his career - Mandatory

- Green Belt Certified / Preferably BB Trained & Tested / Certified

- Transformation Quality - 100% - Role

- Any Graduate / Graduates in any Stream

- Communication Skills

- Microsoft Office skills high

- Minitab

- Should be GB certified in Lean & six Sigma, preferably trained in Black belt

- Should have a good knowledge of Quality Management system - ISO / COPC/ e-SCM

- Should have experience in Front office processes

- Should have managed C-SAT as a metric

- Should possess good analytical skills, communication and negotiation skills.

- Manage all the Quality service levels signed with the client. Ensure - no- hit on commercials (Quality metrics). The designation requires managing multiple processes

- Manage both the internal quality scores & external quality scores (if any). Manage end user C-Sat scores for the process

- Supports ongoing monitoring and feedback program. Support team training requirements

- Reviews and enhances monitoring tools

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

- 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

- Supports ongoing monitoring and feedback program

- Reviews and enhances monitoring tools

- 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

- Experience in - Quality Management- .

- 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. Overall Performance for the Team including SLA measurements and any critical non SLA like DSAT. Manage VOE

- Drive Improvement projects/activities across Utility vertical

- Redesign processes to suit the improvement plan

- Work closely with operations team to collect data and assess the current situation.

- Net work with other experts to exchange learning and good practices both internally and externally