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11/02 Sameer
Assistant Manager - Leadership Hiring at IKYA Human Capital

Views:6818 Applications:119 Rec. Actions:Recruiter Actions:4

Manager - Quality & Training - BPO (7-11 yrs)

Delhi/NCR Job Code: 305129

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

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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