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18/11 Rajamurugan Siva
Lead - Talent Acquisition at Kreditbee

Views:310 Applications:53 Rec. Actions:Recruiter Actions:14

KreditBee - Quality Manager (4-8 yrs)

Bangalore Job Code: 1182108

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)

Women-friendly workplace:

Maternity and Paternity Benefits

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