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31/01 Rashmi
Assistant Manager - TAG at Firstsource Solutions Ltd

Views:1134 Applications:252 Rec. Actions:Recruiter Actions:12

Firstsource - Associate Director- Service Quality - BPO (15-17 yrs)

Mumbai/Bangalore/Hyderabad Job Code: 1368995

Job location : Any Location - Mumbai/Hyderabad/Bangalore

Position : Associate Director- Service Quality

Division : BPO

Experience : 10+ years of experience in Service Quality and experience into managing onshore business and Team

Business Delivery:

. Experience Required: Graduate/Postgraduate with 10+ years' experience

- Experience in digital transformation using AI and RPA tools.

- Experience in leading Six sigma, lean projects

- Experience in creating and managing strategic QA framework.

- Experience in leading client interactions

- Experience in working with diverse culture and multi-level Stakeholders.

- Telecom & BFSI Industry knowledge desired


Know-How Critical:

- Excellent communication & presentation skills, Planning and Execution skills.

- Ability to proactively identify current and future needs of the Center.

- Good Interpersonal skills and analytical skills

- Ability to manage Customer critical metric performance.

- Self-driven and Assertive

- Create processes to enable quality interventions and practices across the life cycle of an employee- from hiring to production.

- Lead project delivery teams through the adoption of PE principles, practices, tools and techniques ensuring activity meets expected time, cost, benefit and quality outcomes.

- Partner with operations, training, Process Excellence, Analytics to deliver on key customer and compliance metrics for the site Enhanced client delivery through process improvement, automation.

- Reduce business costs through innovation and automation.

- Working knowledge of Automated QA, QMS, ML, AI & RPA practices

- Manage health of compliance and business risk for all accounts by preempting risks and managing it timely

- In touch with industry standards of QA practices and partnering with cross functional teams to bring it to life

- Partner with training on TNI and advisor improvement journey

- Usage of strategic tools like six sigma, lean, design thinking & agile tools to always stay ahead of competition and create a niche brand for the business and client.

- Create & implement robust QA framework including measurement criteria, sampling design, insights and analysis structure & governance.

People Delivery:

- Manage a team of quality Leads, AM's Managers & Sr. Managers for various businesses.

- Plan people development and succession planning for team.

- Identify KSA and plan upskilling of the team to meet business and industry standard.

- Responsible for people's annual goals and month on month review

- Create a culture of Customer experience across all teams.

Women-friendly workplace:

Maternity and Paternity Benefits

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