Hexaware - Senior Manager - Quality

Job Title: SM-Quality

Job location: Nagpur

Company Profile:

Hexaware BPS is a unit of Hexaware Technologies Ltd. We are currently staffed at 10,000+ people across Navi Mumbai (Mahape) Chennai, Nagpur, Pune, Bangalore and US. Ranked 15th in the NASSCOM Top 20 IT Software & Services Exporters from India, we also rank among the Top 20 Best IT employers in India by DQ-IDC for four years in a row.

Hexaware BPS leverages on the strong technology strengths of its parent organization. Our core expertise is in providing outsourced services in functions such as Human Resources (HR Outsourcing), Finance & Accounting (F&A Outsourcing), and the Core Operations of companies in industries such as Insurance, Healthcare, Financial Services, Market Research, Utilities, Professional Services, and Engineering Services etc. In these areas we provide both BPM (transactional & interactional) and KPO (analytical and high end) services to our customers in North America, Europe and Asia. Our range of front and back-office solutions include Transaction Processing, Documents Management, Voice Processes and Consulting services.

Job Specifications:

Qualification and Technical Competencies Required:

Education:

Mandatory: Graduate/PG

Experience:

- Minimum 13 years of relevant work experience

- 2-3 years in current role as Sr. Manager / Manager Quality in a call centre or backend environment (Inbound calls, Emails/Chats)

- Good Aptitude skills-reasoning, logical reasoning and problem solving

- Excellent communication and presentation skills

Technical Competencies: (Job related)

- Relevant knowledge on Quality Systems, Tools & Quality Framework

- Experience in managing audits from a risk compliance & control standpoint

- Must possess exposure to Defect Analysis, Continuous improvement, Root cause analysis, Calibration and Corrective / Preventive action plans

- Should be well versed with MS Office (Word, Excel, PowerPoint and Outlook)

- Should have excellent communication skills (written and spoken)

- Preferred six sigma knowledge (YB/GB trained/Certified) and understanding of basic QC tools

- Must have good analytical skills to conduct various analysis and RCA on a weekly/monthly basis

Soft Skills: (Job related)

- Excellent Team coaching and feedback skills.

- Multi-tasking ability is required.

Roles & Responsibilities:

- Manages a team of Quality Managers and responsible for quality delivery of an entire account

- To manage transaction quality profile for a customer service process for our domestic client

- Participates in design of call monitoring formats and quality standards

- Defines Quality Framework, CTQs and implementation of Quality Control Plan

- To conduct audits as per defined guideline and sampling for transaction monitoring

- Client management and interaction

- To create and publish regular audit reports with management and clients (daily, weekly, monthly)

- To identify gaps and conduct feedback and refresher sessions with agents to improve Quality of calls

- To drive process improvement initiatives

- To drive calibration sessions with internal or external customers

- Leads quality monitoring and analysis team and provide trend data to site management team on a regular basis

- Gives subordinate opportunities to develop their own expertise and delegates effectively to ensure shared responsibility for work output

- Maintain overview of daily records, MOMs and Action items

- Organize touch-base meetings with Operations Leadership and discuss on AOIs and major concerns

- Able to use automated information systems and analyze

- Provide corrective / improvement solutions to the QAs on periodic basis to help them improve their accuracy scores

- Working in close tandem with Ops Asst. Mgrs. on the process for an excellent team and process performance.

- Prepare performance evaluations and documenting contact-handling procedures.

- Prepare TNAs basis the audit done and coordinate with the training team to ensure the TNA is executed.

- One-on-one feedback to the QAs basis their performance

- Provide domain knowledge & track external & internal escalations

Mandatory:

- Well versed with quality reporting and statistics (Usage of quality tools and techniques achieve business metrics)

- Able to use automated information systems and analyze

- Should have working knowledge with Computers & to be internet savvy

- Flexible to work in shifts