Group Manager - BPO

Skill Set: experience in PRA and Fare Filing Audit domain, quality control & process improvement.

JD:

- The jobholder is responsible for managing a team of Deputy Manager / Group Managers.

- Will be responsible for running improvement initiatives across the processes in the Travel Vertical & generating QNS as per the set target.

- Drive SLA adherence /customer CTQ’s.

- Ensure appropriate corrective / preventive actions are taken for process improvement.

- Drive inputs from VOC for improvement.

- Initiate Best practice sharing across teams.

- Comply to Quality Standards in the organization

- Set goals for the team with measurable review & feedback mechanism

- Lead a team of Deputy Manager / Group Managers.

- Drive Improvement projects/activities for different processes.

- Mentor & coach Quality Managers & Leaders.

- Drive QNS within the team

- Ensure consistence in Quality standards, review the process quality plans & maintain the Quality standards as per the client requirement.

- Review feedback from Business Channels (VOC/ Internal Feedback) regarding the quality aspects of customer service.

- Work closely with operations team to meet the SLA Quality requirements.