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.

Mumbai

Bangalore

Hyderabad

Firstsource - Associate Director- Service Quality - BPO 

Firstsource - Associate Director- Service Quality - BPO  ,Job Description for Firstsource - Associate Director- Service Quality - BPO  in Firstsource Solutions Ltd in  Mumbai Bangalore Hyderabad for (15-17) years of experience. Apply Now!

Job Description for Firstsource - Associate Director- Service Quality - BPO  in Firstsource Solutions Ltd in  Mumbai Bangalore Hyderabad for (15-17) years of experience. Apply Now!