Arvato India - Manager - Quality - BPO

Graduate/ MBA with 6-8 years of relevant experience. Minimum 4 years in people management role

ESSENTIAL SKILLS / TRAITS :

- Lead a team of quality specialists

- Capable of handling multiple assignments/processes

- Exposure to Transaction monitoring techniques (phone/ email/ chat) and analysis

- In-depth knowledge, understanding and application of statistical tools and techniques

- Exposure to Six Sigma - preferably a Green/Black Belt; COPC; ISO

- Ability to create improvement plans drive them through the team

- Ability to perform root cause analysis on CSAT survey results

- Strong analytical bent-of-mind with ability to provide conclusions through reading reports

- Data centric approach - Customer centricity

- High internal & external customer focused orientation

- Planning / Organizing / Prioritizing skills

- Time management - Excellent written & spoken English - Interpersonal Skills - Achievement orientation - Good coordination skills - Client Interaction experience - People/Team Management skills

JOB DESCRIPTION -

Statement of Confidentiality This document is proprietary to arvato. This document is distributed with the understanding that it will not be disclosed or used, in whole or part, for any other purpose than for what it is intended, without the prior written consent of arvato.

ADMINISTRATIVE RESPONSIBILITY :

- Reporting of all quality parameters

- Track training plans & ensure timelines are met

- Track coaching and ensure compliance to targets

- Ensure coaching feedbacks are delivered in time to agents through coaches

- Ensure all client and internal escalations relating to quality/coaching are resolved

- Participate and conducting internal and external calibrations

- Perform dip checks on tasks performed by trainer and coaches to provide constructive feedback and enhance their delivery on core deliverable

- Take a minimum number of calls on a weekly basis to stay in touch with the product - Assist the front-line team by taking over escalated calls where necessary

PERFORMANCE STANDARDS

MEASURABLE :

- Performance of quality parameters of the process

- Minimizing variation in performance scores of quality metrics

- Coaching scores of the process

- Client feedback and scores

- Successfully planning, executing and implementing process improvement projects

NON MEASURABLE :

- Positive Attitude - Self Motivation - Enthusiasm - Empathy - Achievement/ Target orientation - People management