Manager - Multi Project Quality - BPO

Job Description - Manager MultiProject Quality

Location - Chandigarh, India

Experience - 8 yrs plus years

It partners with its clients to deliver end-to-end customer engagement services, technology innovations, analytics, process optimization, and business improvements. The global business services firm transforms the customer experience, and streamlines front and back office and industry-specific processes to provide the highest value from every customer interaction. Based in 24 countries with a staff of more than 54,000 who speak 40+ languages, offers industry expertise in 10 industries: Banking & Financial Services, Healthcare & Pharmaceutical, Insurance, Technology, Consumer Electronics, Retail & e-Commerce, Government & Public Sector, Media & Communications, Automotive and Travel, Transportation & Tourism

Roles & Responsibilities -

- Drive continuous improvement for T&TQ and Delivery

- Ensure that Process training is delivered effectively within the stipulated timelines while maintaining desired target throughput for process training batches.

- Manage Quality / Training & Client related KPI's

- Evaluate trainer effectiveness and take corrective actions. Manage and control attrition and effective employee engagement activities

- Evaluate effectiveness of T & TQ interventions

- Strengthen Quality management processes / framework to improve quality delivery

- Accurately capture SLA/SLO metrics, the reporting needs of each of the client and set up / customize processes to seamlessly meet client's expectation

- Ability to get out of the box ideas and Process improvement initiatives in the process.

- Should drive Process control & Compliance in addition to managing Audit requirements

- Provide crisp and specific feedback to Front Line Recruitment Teams on quality of new hires

- Provide quality floor support, feedback, refresher and corrective training

- Develop & implement a training calendar based on a robust training need analysis

- Facilitate Quality and Compliance team to perform various audits and follow ups based on observations highlighted

Generic & Behavioral Skills -

- Team work

- People Management skills - Ability to provide leadership, direction and motivation to build high performing teams

- Self-motivated

- Ability to drive initiatives to closure

- Ability to deal with all levels of employees

- Analytical Skills / Quantitative skills

- Excellent Communication skills

- Data Handling / data interpretation

- Needs to have good working knowledge of T&TQ (Training & Transaction Quality) systems, tools and technologies.

- Should have understanding of Transition, which is spread between the Handover, Startup, Manage and Exit phases to be able to manage Training & Transaction Quality functions effectively

- High level of maturity to handle people including but not limited to client, stake holders, peers etc.

- Process Oriented, Planning, Decision making, Data Handling, Ability to prioritize, Ability to meet deadlines and work under pressure in an unstructured environment

- Detail oriented, Strong organizational skills, Presentation skills

- Flexible to work in 24X7 environment (night shifts and weekends basis scope)

- Six Sigma Green Belt Trained / Certified

Qualification:

- Any Graduate

- Certified / Trained in Green Belt