Job Function - Quality Director Specialization - Quality Industry - BPO Salary Increment - As per company policy Experience - Minimum 2 years as Sr. Manager - Quality / Preferred director role Level - L 5 Location - Gurgaon Key Skills - Ability to motivate and inspire new &amp; existing Team mates - Must have a strong eye for detail and a thorough understanding of client expectations - Must display positive energy, service oriented attitude towards all teammates. - Strong managerial, organizational, prioritization and leadership skills - Solid language fluency required (enunciation, clarity and professionalism) Job Description: This role is responsible for: - Client interactions - Manage and develop improvement plans in liaison with other department(s) - Effective resource utilization - Meeting &amp; exceeding defined KPIs - Able to motivate team members. - Manage Quality Team member and help them in performance improvement - Effective resource utilization - Meeting &amp; exceeding defined KPIs - Able to motivate team members - Initiate KPI projects, Automation project, CJMs - Initiate metric improvement activities/projects - Has lead &amp; mentored process improvement projects and demonstrated significant benefits (Tangible/Non Tangible) - Assures effective process and policy mechanisms are in place - Develops and assures compliance with the Service Level Agreements between internal and external customers - Assures confidentiality and integrity of data - Assures implementation of compliance with the Information Technology Standards (System checks, whitelist) - To oversee risk management activities across the Program - Developing, establishing, and maintaining an effective system-wide compliance and ethics program designed to prevent, monitor, detect, and respond to non-compliance and recommend corrective actions to fully meet regulatory requirements. This includes a system of education and training to promote compliance awareness. - Identify and address compliance gaps (issues or processes where compliance risk exposure exists or accountability is not clear), particularly where such issues involve more than one functional unit. - Create and manage all reporting requirement for the program for both internal and external requirements - Coach Technical Support Executives on the evaluations done - Run analysis on contact evaluations and highlight trends - Coach agents based on evaluation trends to improve their technical capabilities - Use trends to identify training needs and developing action plans - Help technical support executive to understand appropriate troubleshooting approach - Participate in calibration sessions with Quality/Operations - Maintain current understanding of program strategies - Support management focus on review of key drivers, metrics and operational processes that drive KPI results - Demonstrate commitment to program internal customer satisfaction Desired Candidate Profile: - Graduate or post graduate degree/diploma (10+2+3) in a any stream - Excellent command over English (Verbal &amp; Written) - Min 2 years as Quality Sr. Manager / or director role with domain expertise - Min 6 - 8 years of overall experience in Quality function - Minimum 8 - 10 Years of total Experience in handling BPO business - Basic Computer skills required - Working knowledge of Excel, Power point, Excel Understanding of Ops Reports and MIS - Should have basis knowledge on statistical knowledge Technical Competency Ideal Hiring Competencies : Excel Skills Should be able to execute complex formulas, create presentable charts and in-depth knowledge of short cut keys Analytical Skills - Breaks down concrete issues into parts and synthesizes succinctly. - Collects and analyses information from a variety of appropriate sources. - Identifies the links between situations and information. - Sees connections, patterns or trends in the information available. - Identifies the implications and possible consequences of trends or events. - Draws logical conclusions, providing options and recommendations. - Analyses complex situations, breaking each into its constituent parts. - Recognizes and assesses several likely causal factors or ways of interpreting the information available. - Identifies connections between situations that are not obviously related. - Six Sigma BB BB Certified - Presentation Skills Ability to explain the concepts of various trainings like Lean, 6 sigma, etc - Decision making skills Should be able to take control of situations and arrive at quick decision to counter issues/problems Behavioral Competency Ideal Hiring Competencies : - Result orientation Able to create a plan and work systematically. Predict problems and figure out ways to overcome them and indefinitely attain the results - Influence Adapts rationale to influence others - Client Focus Identifying and responding to current and future client needs; providing service excellence to internal and external clients - Continuous Learning Identifying and addressing individual strengths and weaknesses, developmental needs and changing circumstances to enhance personal and organizational performance - Conflict Management Preventing, managing and/or resolving conflicts

Gurgaon/Gurugram

Mumbai

Director - Quality - BPO 

Director - Quality - BPO  ,Job Description for Director - Quality - BPO  in Etaash in  Gurgaon/Gurugram Mumbai for (8-10) years of experience. Apply Now!

Job Description for Director - Quality - BPO  in Etaash in  Gurgaon/Gurugram Mumbai for (8-10) years of experience. Apply Now!