Ibibo Group - Assistant Manager/Deputy Manager - Quality

Summary of Position :

Manager is committed to provide a Superior Customer Experience through listening, identifying and strengthening processes with a Performance driven approach

Key Responsibilities :

a. Managing Partners & Stakeholders

- Point of contact of outsource partners Quality team

- Assisting and providing solutions on a day to day basis on product/quality framework

- Analyze current situation (As-is), identify improvement opportunities and recommend measures (To-be) to re-engineer processes

- Act as a Change Agent and work closely with Partner Operations to optimize Customer Value across multiple verticals

- Should liaison with the Vertical Heads to Identify Opportunity Areas & Prepare and Implement Improvements

- Calibrate at all levels to ensure smoother transaction of Quality activities

- Conduct reviews on weekly/monthly basis with Partners to ensure gaps are closed

- Enforce the Program for Performance and track improvement of bottom performers

- Create & Manage FMEA for all processes deployed across verticals

- Drive quality related improvement projects to improve Customer Experience

- Problem solving and developing innovative solution

b. Reporting & Analytics

- Analyzing and publishing by partner report

1. All Quality Parameters

2. By LOBs

3. By Supervisors

4. By Agents

c. Compliance & Product Knowledge

- Working closely with different verticals and help in creating processes for better customer experience Conduct process documentation

- Validating and assisting the training teams to close on training modules both for process trainings/updates

- Identifying the gaps in the tools/systems handling and creating resolutions to fix the gaps

Skill Requirement :

- Strong command over English written & verbal communication

- Minimum 6 years Experience in the Quality domain of which Minimum 2 years- experience as a Quality Lead/Client Services role (American express, amazon etc)

- Candidate is a Yellow Belt/Green Belt/LEAN trainer/preferred certified

- Candidate should have strong people management skills

- Should have experience in managing Vendor partners at various hierarchy levels to effectively drive the Quality framework

- Highly effective in a matrix environment

- Collaborative and Self driven

- Excellent command over MS Excel & PowerPoint & Visio

- Analytical Skills and ability to breakdown data into meaningful insights

- Knowledge of Minitab will be an added advantage

- Lean Six Sigma, Quality Audit, Life Cycle, Six sigma, Green belt, Call Monitoring, call auditing, Transactional quality, process improvement