Manager - Transactional Quality - CRM Domain - BPO

We are looking Manager-Transactional Quality-CRM Domain.

PLEASE NOTE: Work Experience in CRM Domain with International BPO's / International Contact Centre is Mandatory

Education & Skills:

- Bachelor+PG degree is preferred

- Certified/Trained in Green Belt

- Good understanding of CRM domain platform

- Demonstrated success in Transactional Quality

- Exposure to different improvement frameworks like six sigma, lean

- Thorough knowledge of MS office tools like Power point, project, excel are critical for the job

- Strong communication skills

- String analytical skill- ability to work with huge volume of data using statistical tools

- Excellent knowledge of six sigma and lean methodology

- Good facilitation skills

- Flexible approach to tackling projects

- Good team player

- Good Presentation skills

- GB certification is a must

Who has done Projects on Transactional Quality in CRM DOMAIN.

Key Responsibilities :

- Manage trainings for the accounts : Process and Refreshers

- Maintain the desired target throughput for process training batches

- Manage and control attrition and effective employee engagement activities

- Drive continuous improvement program across processes

- Analysis of utilization, efficiency and available data for the process

- Undertake detailed process improvement studies and up skills the team members

- Mentor Green Belt/Yellow Belt projects

- Drive culture of continuous improvement

- Provide Training and quality support, development of metrics and dashboards in line with customer requirements

- Managing quality performance of all the accounts in Pune location

- Ability to lead a team, coordinate with other location and drive standardized practices

- Should meet and exceed client metrics: External & internal quality metric should be consistently green

- Strengthen quality management processes/framework to improve quality delivery

- Accurately capture SLA/SLO Metrics, the reporting needs of each of the client and set up/customize processes to seamlessly meet client's expectation

- Ability to get out of the box ideas and Process Improvement Initiatives in the process

- Should drive Process Control & Compliance in addition to managing Audit requirements

- Should ensure Knowledge consistency through means like calibrations, Quizzes, D-Sat Scrubbing etc

- Should have persuasive, collaborative and influencing skills

- Strong interpersonal skills to manage client expectations/engagements effectively

- Excellent Transactional Quality Domain Knowledge

Kindly share your Profile in Word Format with Below Details:

1) CRM Domain Exp--Yes/ No

2) International Exp - Yes/No

3) Current CTC

4) Expected CTC

5) Notice Period

Rajani M Gojanur
Call: 9148974021

Salary range - 8-11 LPA