Manager - Quality & Training - BPO

Job Description - Manager, Quality

Location - Gurgaon, India

Experience - 7 plus years

Roles & Responsibilities

- Drive Continuous improvement for Quality and Delivery across multiple Location

- Should meet and exceed Quality & Related KPI

- Should meet and exceed client metrics

- Should continuously improve the existing processes

- Conduct Training/Audit and Up skill resources

- Support cross location teams

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

- Should ensure preventive fraud control

- Maturity in handling customers and work in a multi culture/process environment.

Desired Skills

- Excellent Communication skills (Cat score of - = 6)

- Should have experience in working a Chat/ email domain

- Must be Lean / Six Sigma Green belt certified or Black belt trained

- Should have good working knowledge of Transaction Quality systems, tools and technologies. End to end domain knowledge in CRM & IV towers would be highly desirable.

- 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 for a new opportunity effectively

- Ability to work under pressure & in an unstructured environment

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

- Ability/Willingness to learn & be cross skilled in other towers

- Ability to manage large teams spread across Transaction Quality verticals.

- Candidate should have demonstrated success in existing roles with high achievement potential and excellent client feedback

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

Qualification: Any Graduate

For more details call at 09818200590