Job Title : Manager - Quality (Contact Center - BPO Voice) Location : Bangalore Key Responsibilities : - Responsible for the development and delivery of the Quality framework for Contact Center and Operations team to measure and manage quality consistently across the entire teams in the Organization - Responsible for smooth and efficient day-to-day operations within their team - The two objectives of this role are to drive qualitative performance effectiveness and User Experience of the Operations & Contact Center Team Job Duties : Analyst : - Facilitating and leading calibration sessions - Design and deploy Process Improvement framework for the engagement (s) by gathering requirements from stakeholders - Drive Top down opportunity identification workshops and bottom up ideation initiatives for creation of high impact pipeline of process improvement opportunities - Responsible for the consistent documentation of SOP across all processes in the Operations - Mentor Process Improvement projects (YB, GB, BB) to enable the operations resources to implement the improvement through structured approach - Conduct toll gates review of the improvement projects - Facilitate meetings with various stakeholders for tollgate reviews and appropriate sign offs People : - Managing Team Performance - Effective monitoring of Quality analysts and providing instantaneous feedback on coaching skills and reducing variance scores - Complete administrative functions such as maintaining attendance, addressing disciplinary issues etc - Scheduling team roster and monitoring plan - Ensure team is clear on quality and service performance expectations, and are striving to exceed these expectations - Keep team motivated to perform on deliverables and help them deal rejections - Assist/support team members with personal development planning - Where required, support the management in conducting process related checks/audits - Identify ways to improve skill issues that the team face, and action accordingly - Provide performance goals, provide support for achieving goals and enhancing skills - Ensure utilization and Control attrition Organizational : - Creating awareness by training and bringing visibility to quality initiatives in the engagement to drive and improve culture of quality - Creating process improvement case studies and socializing with teams, on various success initiatives of engagement performance - Design, develop and deliver training modules to meet the quality requirements for both process improvement and product introduction - Identify and assess future and current training needs through job analysis, career paths, annual performance appraisals and consultation with line managers - Metrics for performance measurement - Ensure adherence to feedback TAT / target - Accuracy and timelines of reports - People - Responsible for employee morale, absenteeism & attrition - Organizational / Strategic - Should abide to company policies and display Kreditbee's core Values. Align self to organizational Goals - To ensure consistent high quality of interactions and customer engagement through calls and transactional Accuracy at the Unit through regular interaction Monitoring and Effective Feedback sessions by Self and team supervisors - To ensure strict adherence to Quality parameters in terms of relationship building, service delivery and process - To drive a culture of high quality and professional discipline amongst the entire team - Facilitate improvement projects including understanding and documenting process, perform analysis, recommend and track actions Skillset : REQUIRED : - Group presentation skills - Ability to perform multiple tasks and adjust quickly in short timeframes with limited direct supervision - Ability to build rapport with others and create a team environment - Strong communication, organizational, motivational and time management skills - Ability to work flexible hours if necessary (all shifts) - Ability to analyze quality scores and operational matrices and create Plan of Action with measurable changes within timelines - Experience in Customer Service environment with exposure to inbound, outbound, chat and email process - Capable of identifying gaps and executing initiatives. - Proficiency in use of the Quality system & sound knowledge in preparing MS office presentations and excel - Expected to lead by example - Should display the behavior of a role model always - Certified Green Belt/Black Belt Qualification : Graduate (any stream)

Bangalore

KreditBee - Quality Manager 

KreditBee - Quality Manager  ,Job Description for KreditBee - Quality Manager  in Kreditbee in  Bangalore for (4-8) years of experience. Apply Now!

Job Description for KreditBee - Quality Manager  in Kreditbee in  Bangalore for (4-8) years of experience. Apply Now!