Assistant Manager - Leadership Hiring at IKYA Human Capital
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Manager - Quality & Training - BPO (7-11 yrs)
Job Description - Manager, Quality
Location - Gurgaon, India
Experience - 7 plus years
Roles & Responsibilities
- Drive Continuous improvement for Quality and Delivery across multiple Location
- Should meet and exceed Quality & Related KPI
- Should meet and exceed client metrics
- Should continuously improve the existing processes
- Conduct Training/Audit and Up skill resources
- Support cross location teams
- Facilitate Quality and Compliance team to perform various audits and follow ups based on the observations highlighted
- Should ensure preventive fraud control
- Maturity in handling customers and work in a multi culture/process environment.
Desired Skills
- Excellent Communication skills (Cat score of - = 6)
- Should have experience in working a Chat/ email domain
- Must be Lean / Six Sigma Green belt certified or Black belt trained
- Should have good working knowledge of Transaction Quality systems, tools and technologies. End to end domain knowledge in CRM & IV towers would be highly desirable.
- Should have understanding of Transition, which is spread between the Handover, Startup, Manage and Exit phases to be able to manage Training & Transaction Quality functions for a new opportunity effectively
- Ability to work under pressure & in an unstructured environment
- High level of maturity to handle people including but not limited to client, stake holders, peers etc.
- Ability/Willingness to learn & be cross skilled in other towers
- Ability to manage large teams spread across Transaction Quality verticals.
- Candidate should have demonstrated success in existing roles with high achievement potential and excellent client feedback
- Flexible to work in 24X7 environment (night shifts and weekends basis scope)
Qualification: Any Graduate
For more details call at 09818200590
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