Dear Applicants: This position is purely a call quality profile & not related to core business excellence.   About Regalix:  Regalix is an award-winning Global Innovation company that leverages technology and marketing to help companies grow. We create successful ventures with our clients through co-innovation and idea-driven frameworks that inspire companies to think different. We bring ideas to life by envisioning new companies, developing brands, engineering products, and designing technology platforms. Founded in 1998, Regalix is based in Palo Alto. Our Silicon Valley setting has enabled us to stay ahead of emerging trends in digital technology and marketing.   For over a decade, we have provided complete marketing services - Social, Mobile, Content, Multi-channel Campaigns, Technology Development, and Analytics - to companies such as Google, CA Technologies, Citi, Apple, eBay, Cisco, VMware, NetApp, Cypress, LSI, Keynote, and MetricStream.  Role: Manager/Senior Manager - Quality ( Strictly from International BPO/Call Center industry preferred)   Job Description: The Quality Manager will be responsible for overall development and implementation of the Quality Management System (QMS). H/She is directly responsible for driving transactional Quality and Customer Satisfaction.   Duties: Establish standards for governing customer interactions and transactions, establish controls to govern the interaction / transaction standards, monitor adherence and design training programs that correct present and foreseen issues.   The Quality Manager shall function as a change agent in the relevant business area and shall be responsible for :  Driving Quality deployment   Driving customer impact projects  Driving Six Sigma and Lean deployment  Driving SLA adherence / Customer CTQ - ensuring all parameters are met and corrective and preventive actions are taken  Driving VOC/ CSAT across the team and maintain/improve the scores  Driving inputs from VOC/ CSAT for improvements  Responsibilities:  Lead and manage team of Quality Analysts and Executives  Drive and monitor day-to-day Quality activities and meet the Service Level Agreements  Ensure internal and external Quality metrics and KPIs is met  Conduct regular audits and checks on the team and Quality Assurance  Interact with clients on an on-going basis.  Working closely with Operations and Training teams to optimize customer value in client engagements  Map and monitor processes and make recommendations for on-going improvements and process stability  Envisaging framework, building and execution of quality assurance programs, directed towards improved interactions and customers satisfaction ratings.   Periodically evaluate all business processes for risk/ gaps and determine scope and frequency of testing in these processes  Implement strong feedback loop between training, operations and quality assurance  Drive culture change to make, achieve and sustain high quality standards in process, external and internal customer offerings.  Conduct needs assessments to identify where training or other learning programs can help people perform more strongly and work together more effectively  Design engaging, effective and scalable programs that accelerate people development, drawing upon leading thinking in adult learning and delivery methods  Align programs to business goals and needs with specific outcomes in mind, integrating ROI measurement strategies and feedback loops into each program's design  Contribute to short and long-term organizational planning and strategy  Competencies:   Customer Success: Doing the right thing for customers.  Attention to Detail: Having the ability to identify even the smallest of irregularity / non-compliance  Driving For Results: Challenging, pushing the organization and themselves to excel and achieve.  Team Leadership: Leading others to accomplish team goals and objectives.  Motivating Others: Inspiring others to perform well by actively conveying enthusiasm and a passion for doing a good job.  Coaching And Developing Others: Advising, assisting, mentoring and providing feedback to others to encourage and inspire the development of work-related competencies and long-term career growth.  Planning And Organizing: Effectively organizing and planning work according to organizational needs by defining objectives and anticipating needs and priorities.  Conflict Management: Managing conflict between people and effectively resolving sensitive issues.  Decision Making: Making good decisions in a timely and confident manner  Interpersonal Communication: Communicating clearly and effectively with people inside and outside of the organization.  Resilient & self-driven : A proactive & never give up attitude  Business Acumen : Understanding general business and financial concepts, understanding the company's business, and using both general and specific knowledge to be effective.  Quality Manager  Experience :  10+ years of experience with 4/5+ years in process excellence and quality  Skill sets :  Extensive experience in establishing quality standards and processes  Quality management in a contact center environment  Should possess excellent data analysis skills.  Excellent knowledge of Excel, Word, Power point & Minitab.  Strong engagement, communication, presentation and inter-personal skills  Ability to monitor, record & drive improvements in performance  Ability to provide feedback and demonstrate a variety of coaching methods.  Good business acumen  Independent thinker  Demonstrated ability to influence and motivate across all levels of employees in multiple locations  A wide degree of creativity and latitude is expected  Must be task, team, and dead-line oriented and a team player  Ability to collaborate and work across the business to achieve shared success  Managing stakeholder/client expectations effectively  Knowledge of ISO, ITIL, CMMI standards and implementation will be an added advantage  Exposure to basics of Digital Marketing and Web Technologies would be an added advantage  Knowledge on AdWords and/or Google Analytics will be an added advantage  Eligibility Criteria:  A Bachelor's degree from an accredited university or college with major coursework in management, training or other related field (related experience in the domain is a plus)  10+ years of experience with 5+ years in managing quality assurance programs  Should be flexible working in shifts  Six Sigma Black belt certification mandatory  Experience in usage of Quality methodologies and techniques.  CTC Max with other benefits upto 13 LPA

Bangalore

Regalix - Manager/Senior Manager - Quality 

Regalix - Manager/Senior Manager - Quality  ,Job Description for Regalix - Manager/Senior Manager - Quality  in Human Resources in  Bangalore for (10-12) years of experience. Apply Now!

Job Description for Regalix - Manager/Senior Manager - Quality  in Human Resources in  Bangalore for (10-12) years of experience. Apply Now!