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AVP HR at Consulting Firm
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Associate Director - Quality Assurance - BPO (10-15 yrs)
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.
This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.
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