AGM - Transactional Quality - BPO

Employer : Leading BPO in India

Position : AGM, Transactional Quality ( Banking Process)

Location : Vadodra, Gujarat

Role and Responsibilities

1. Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to minimise error opportunities.

2. Responsible for conducting process level analysis - root cause analysis, trend analysis, training need analysis for the process etc. and designing plan of action to minimise the errors/defects.

3. Initiating activities/projects on the operations floor to enhance productivity with quality.

4. Designing new templates, dashboard and matrix to measure team performance.

5. Arranging mandatory and desirable trainings for TL's and AM's. Training on QMS, data analysis and Basic quality tools to enhance process improvement ability.

6. Adhering and meeting the SLA's and the contractual obligation for the processes operating from all the location.

7. Spearhead the Organization's Operational and Business Excellence Initiatives

8. Management of Process Audits and Business Performance reviews

9. Proven skills in managing big teams to work in sync with the corporate set parameters & motivating them for achieving business and individual goals

10. Excellent communication & interpersonal skills with proven abilities in customer relationship management.

11. Directly responsible for implementation and maintenance of the company quality system, reporting on the performance of the quality system for review and as a basis for improvement of the quality system.

Please share your profile at saket@phenomplacement.com with below details:

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Ok for Vadodra-Yes /No