Manager - Transactional Quality - CRM Domain - BPO

Manager - Transactional Quality (CRM Domain is mandatory)

Manage trainings for the accounts : Process and Refreshers

- Maintain the desired target throughput for process training batches

- Manage and control attrition and effective employee engagement activities

- Drive continuous improvement program across processes

- Analysis of utilization, efficiency and available data for the process

- Undertake detailed process improvement studies and up skills the team members

- Mentor Green Belt/Yellow Belt projects

- Drive culture of continuous improvement

- Provide Training and quality support, development of metrics and dashboards in line with customer requirements

- Managing quality performance of all the accounts in Noida location

- Ability to lead a team, coordinate with other location and drive standardized practises

- Should meet and exceed client metrics: External & internal quality metric should be consistently green

- 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

- Should ensure Knowledge consistency through means like calibrations, Quizzes, D-Sat Scrubbing etc

- Should have persuasive, collaborative and influencing skills

- Strong interpersonal skills to manage client expectations/engagements effectively

- Excellent Transactional Quality Domain Knowledge

Desired Skills :

- Bachelor+PG degree is preferred

- Certified/Trained in Green Belt

- Good understanding of CRM domain platform

- Demonstrated success in Transactional Quality

- Exposure to different improvement frameworks like six sigma, lean

- Thorough knowledge of MS office tools like Power point, project, excel are critical for the job

- Strong communication skills

- String analytical skill- ability to work with huge volume of data using statistical tools

- Excellent knowledge of six sigma and lean methodology

- Good facilitation skills

- Flexible approach to tackling projects

- Good team player

- Good Presentation skills

- GB certification is a must