Managing Partner/Founder at Workoid Consultants
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Manager - Quality Assurance - Voice Process - BPO (8-11 yrs)
Excellent communication skills, People Management skills & Global exposure must
Should have managed Voice processes
Lean/Six sigma knowledge (practiced)
Multi stakeholder management experience in any appropriate Global outfit
Budget: 12 L + 10% Bonus
We are looking for a Manager Quality with a client with a global presence based at Gurgaon.
Location : Gurgaon
CTC : As per the Norm
Exp : Overall experience not less than 8-10 years with 5 years in QA/Quality related functions
Certification : Relevant Quality Control and/or Corporate Compliance, ASQ CQM/OE certification/Lean Six Sig Green Belt Certified or Trained/ BB Trained or certified
TECHNICAL SKILLS : Very strong analytical skills, change management & program management skills; Experience driving Automation/Systemic QA processes Program/Change Management experience in enabling a culture of Consumer Experience in Operations processes / Experience applying Speech Analytics technology
Working Conditions : 2pm - 11pm and 5pm - 2 am , should be flexible to work in shifts
The Manager - Quality Assurance, reports to the Sr. Manager/AVP - Global Quality Assurance. This position will lead the Quality Assurance function for all applicable Company geographies including - U.S., India & Costa Rica.
Responsibilities include managing the voice and back office QA function & driving the global QA vision, formulating QA deployment strategies, planning & managing support functions and Company conformance to defined quality standards. This position includes the responsibility for all aspects of performance management (setting expectations, observing, coaching, counseling and rewarding); performance metrics and tracking and supporting an engaged and collaborative team environment. As a key leader, the Manager is also responsible for sharing best practices & process improvement ideas across teams and sites, identifying, analyzing and implementing solutions that drive results.
Key Responsibility :
Develop and implement quality management strategy and plans, including resource, systems, timescales, to support, contribute, and integrate with the organization's business plan and long term strategy. Lead and relate to diverse Global QA team to meet critical time-sensitive goals.
Monitor & report performance according to business established quality standards. Provide feedback to support business coaching/feedback efforts. Develop, maintain & audit QA policy, procedures & processes. Possess comfort and confidence in interacting positively with Sr Mgmt stakeholders.
Integrate new technologies, specifically Speech Analytics & Automation/Systemic QA tools such as SAS, to evolve the scope and impact of the QA department.
Evolve the QC role, while also supporting development of team members into roles needed to further vision and impact of QA, specifically Data Analysts, Process Specialists, et al.
Develop & drive a robust interaction model with key business partners with a view to achieve balanced and collaborative decisions that impact business quality strategy & performance
Mgmt of direct reports : 2 - 3
- Should have team handling experience. Will have a team of 20 QA's & 3 TL's or AMs
- Experience in Compliance, Quality Assurance & Transactional Quality is must
- Should have been trained in GB or Six Sigma and should have done projects using these tools.
- Excellent communication skills
- Voice experience is mandatory
- Preferably Client facing experience
If the above role excites you, Kindly share your updated Photo Word (Doc) resume with the below mentioned details :
Ok with the same 2pm - 11pm and 5pm - 2 am :
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We would appreciate some good references for this position who is eligible and looking for change, in case you decide not to go ahead with this opportunity.
Thanks in advance. We look forward to hearing from you.
Please feel free to connect for any further clarifications.
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