Associate Director - Quality Assurance - BPO

Associate Director - Quality Assurance

- Looking for Associate Director-Quality Assurance with Captive Client based in Gurgaon location

- Lead operational excellence projects using Lean tools/Six Sigma methodology.

- Track Quality DNA building within the organization and improve penetration

- Partner with teams across diverse business functions to translate business processes into process maps

- Oversees one or more teams for quality assurance representatives who perform quality monitoring for the processes to ensure completion of tasks and attainment of departmental goals.

- Monitors operations to ensure adherence to service level standards and company/department policies and procedures.

- Resolves issues and contributes to business unit/area development.

- Responsible for leading process improvement initiatives within the call center and driving significant process change within the organization.

- Manages personnel activities of staff, i.e., hire, train, reward, motivate, discipline, terminate, performance reviews, and pay discussions.

- Provides coaching and mentoring to quality assurance representatives.

- Considerable knowledge of the company's products, services and business operations to enable resolution of customer inquiries

- Excellent customer service skills that build high levels of customer satisfaction

- Excellent verbal and written communication skills

- Must be detail-oriented and customer-driven, focusing on providing the highest quality products and services.

- Ability to work both independently and in a team environment

If interested please contact Parul Sharma at 91-9818735968 / 8368791874.