Assistant General Manager/Deputy General Manager - Quality - BPO

FUNCTIONAL/ OPERATIONAL: JOB CODE 16

- Ensures Client expectations of quality and efficiency are met

- Is Greenbelt/black belt certified

- Understands has knowledge on Risk assessment

- Is able to do analytics and has an analytical bent

- Skilled in Office 365

- Evaluates progress on targets monitoring, feedbacks and corrective actions

- Assesses and implement action plans to improve performance

- Reports weekly scores to clients for efficient Quality Assurance

- Reviews performance over con calls

- Assesses action plans and its effectiveness

- Responds and resolves issues arising out of interactions with Operations/ Clients.

- Conduct trend analysis of floor performance.

- Conducts process level analysis and draws up implementation plan.

- Supports transitions - Align team and self to understand processes being transitioned and begin transaction monitoring from day 1 of process going live

- Voice of Customer - Ensure functioning of the mechanism of capturing CCRP and VoC is improved, analyzed and work along with stakeholders towards improvement of customer perception

Information Security

General Security Responsibilities:

- Adhering to Information Security Policies and Procedures of IGS.

- Ensuring compliance to Information Security Policies and Procedures

Specific Security Responsibilities:

- Ensure reportees comply with the security policy and procedure of IGS

- Understand and Comply with Information Security Policies and Procedures, and report all security incidents.

- Ensure the audit non-compliances are fixed within the stipulated timelines.

- Protect information entrusted to you.

- Follow the information labeling and handling procedures based on the classification level of the asset.

- Follow the Clear Screen and Clear Desk Policy.

- Adhere to the Internet Code of Conduct, email usage policy and customer information and data security policy.

- Comply with the Non Disclosure Agreement.

TEAM RELATED:

- Handles day-to-day issues pertaining to the QA team

- Reviews the weekly team performance & development

- Approves roster & leaves for the team

- Measures performance of the team through performance appraisals and ongoing feedback and training.

- Plans team targets.

- Schedules quality feedback sessions.

Conduct Skip Level meets.

CLIENT SPECIFIC / ORIENTED:

- Develops strategic & tactical plans to identify, analyze and effectively respond to clients needs, emerging trends and best practices

Understands client's processes and suggest modes of value addition

- Drives quality initiatives such as Six Sigma/ COPC to ensure continuous improvement

- Ensures adherence to norms specified by COPC certification and ISO270001 specifications

- Adherence to norms specified by COPC certification and ISO 270001.

Respond and resolve issues arising out of interactions with Operations/ Clients.

Computer Skills:

- Familiar with Windows Operating Systems

Proficient in MS Office

Decision-making - Clearly defines problems. Considers all the facts and alternatives available. Is willing to make firm and speedy decisions Demonstrates objectivity and high quality in decision-making.

Customer Focus - Delivers a customer-centric culture in the organization. Proactively anticipates and provides holistic solutions to delight customers. Responds to customer expectations and improves customer satisfaction indices (CSI) better than the market

Enabling People Performance - Jointly develops clear roles, challenging goals, expectations and accountabilities for people. Creates an enabling work climate. Allocates resources and supports people to succeed. Demonstrates faith in peoples- capabilities and motivates them. Monitors performance and celebrates achievements.

Communication and Networking - Communicates clearly, fluently and in a compelling manner to create understanding. Actively listens to people to understand and seek feedback. Ensures application of fair process. Establishes long-term networking with significant external business partners and stakeholders for business gains. Team Leadership - Shares a clear vision. Motivates, inspires, influences and pushes people to attain team goals. Walks the talk and shares credit for success and takes accountability for failures. Leading Change - Is a catalyst for major change. Gets buy-in from seniors. Communicates and listens with empathy to overcome resistance. Sets up systems to hold gainsCoaching and Mentoring - Believes that each individual has unique strengths and talents. Believes that people can develop their capabilities. Personally invests time in coaching and mentoring to develop his people. Provides constructive feedback Ownership and Accountability for Results - Demonstrates ownership for goals. Drives himself and others to achieve desired results. Reviews and monitors progress with course correction to ensure success. Constantly raises the bar after each achievement.

Operations Support, Quality - 8-16 years

Minimum 5 years of work experience in BPO/Call Centre

Minimum 2 year as Manager- Quality exp

salary offered - 17-22 lacs

Mumbai- Malad

BPO - Operations, Quality

Graduate/PG from a recognized Institute or University in any discipline.