Senior Consultant at Ace Resource
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Manager - Transactional Quality - CRM Domain - BPO (8-10 yrs)
Manager - Transactional Quality (CRM Domain is mandatory)
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 Noida location
- Ability to lead a team, coordinate with other location and drive standardized practises
- 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
Desired 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
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