Manager - Quality - BPO/ITeS (8-12 yrs)
One of US based client is looking at hiring a Call Quality Manager for their ITES/BPO set up in Bangalore.
Job Responsibilities :
- Understanding of 7 quality tools
- Lean/Six Sigma green belt certified (blackbelt preferred)
- Handled transaction quality for projects (voice + non-voice process)
- Quality Manager level experience for minimum 2 years (AM level or below profiles will not be considered)
- Experience of handling a Quality Team of minimum 15 headcount
- Experience of handling a Quality Team across projects (minimum 2 projects)
Proven experience on being :
- Very good with data analysis and RC identification
- Very good with creating action plans and driving implementation
- Experience with recovering quality of a struggling portfolio
Skills to be evaluated on: CSAT KPI Call-auditing
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