DGM - Training & Transactional Quality - Telecom BPO

DGM-Training and Transactional Quality - Telecom BPO

Job Description :

Role : Training And Transactional Quality Leader

Designation : Deputy Group Manager

Location : Kolkata

Years Of Experience : 10+ Years Experience

Qualification : Graduate, Post-graduation Degree (preferred)

Key Responsibilities :

- Drive continuous improvement program across processes

- Analysis of utilization, efficiency and available data for the process

- Undertake detailed process improvement studies and up skills the team members

- Mentor Green Belt/Yellow Belt projects

- Drive culture of continuous improvement

- Provide Training and quality support, development of metrics and dashboards in line with customer requirements

- Ability to lead a team, coordinate with other location and drive standardized practices

- Should meet and exceed client metrics: External & internal quality metric should be consistently green

- Strengthen quality management processes/framework to improve quality delivery

- Accurately capture SLA/SLO Metrics, the reporting needs of each of the client and set up/customize processes to seamlessly meet client's expectation

- Ability to get out of the box ideas and Process Improvement Initiatives in the process

- Should drive Process Control & Compliance in addition to managing Audit requirements

- Should ensure Knowledge consistency through means like calibrations, Quizzes, D-Sat Scrubbing etc

- Should have persuasive, collaborative and influencing skills

- Strong interpersonal skills to manage client expectations/engagements effectively

- Excellent Transactional Quality Domain Knowledge

- Strong Process Knowledge and Compliance to Multiple Audit Postures

- Design overall framework of learning development for associates across all locations in India

Desired Skill's / Preferred Qualification :

- Post-Graduation Degree is Preferred

- Certified & Trained on Black Belt (Green Belt certification is MUST, Black Belt certification is desirable)

- Demonstrated success in Transactional Quality

- Exposure to different improvement frameworks like Six Sigma, Lean

- Thorough knowledge of MS office tools like Power point and awareness of BI tools such as SAS, SPSS, project, excel are critical for the job

- Strong communication & facilitation skills

- Strong analytical skill- ability to work with huge volume of data using statistical tools

- Flexible approach to tackling projects

- Good team player

- Good Presentation skills

- Excellent knowledge of Six sigma and lean methodology

For more information call at 09818200590