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Principal Consultant at Quest Executive Search
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Manager - Inbound Call Center - Quality - Telecom (7-10 yrs)
Inbound Call Centers
Role Purpose:
- To ensure governance for Inbound Call Centre & IVR Quality across 6 partners in 47 locations in close coordination with Circle and Corporate Stakeholders and drive continuous improvement and sustain performance
- To create measurement systems for Voice Quality that reflect the Quality Management System framework a to ensure that call centres are a business differentiator in the market place.
Job Description:
- Implement and drive Governance & Controls within our Quality Management System
- Driving Service Excellence by improving and sustaining KPIs vide pain mitigation initiatives/projects
- Ensuring Change Management vide re-visiting existing processes Manager and SOGs and recommending improvements
Core competencies, knowledge and experience:
- 7 to 9 years of experience in, quality architecture, resource management, creation of internal competencies within the system
- Operational experience with all phases of telecom customer life cycle like call centre, back office, retention and Quality lead
- Green Belt/Black Belt certified
- ISO Internal Auditor certification will be an added advantage
This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.
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