Team Leader/AM - Process Excellence - BPO

Minimum Graduate with minimum 5 years experience of Contact Center (International BPO)

MBAs are also welcome

At least 3 years experience in Inbound call quality function (International BPO)

Excellent spoken and written communication skills for English.

Must have worked with process excellence/operational excellence/transaction quality.

Client relationship experience is must.

Exposure to Six Sigma techniques along with one completed project would be preferred

Supervisory Experience in quality domain would be an added advantage

Exposure to transition or project management would be an added advantage

Exposure to MS Power point, Visio, Micro Strategy would be an added advantage

Job Description:

- Develop queries using Boolean and temporal logic to deliver the foundation for analysis to objectives agreed with the customer.

- Perform analysis of query/call listening results in line with customer objectives to develop business cases.

- Compile analysis results and create presentations.