Senior Manager/Manager - Transactional Quality - BPO/ITeS

Role : - Sr.Manager / Manager - Transactional Quality ( BPO / ITeS)

Location - Mumbai

The Individual is responsible to drive high levels of Customer & Applicant satisfaction by monitoring transactions across our service lines and gathering and analyzing the Voice of Customer in order to drive improvements. We do this via the use of Lean Six Sigma, FMEAs and Continuous Improvement programs.

Roles & Responsibilities:-

- Ensure transaction monitoring standards are adhered to across the process lines

- Analyze Voice of Customer data, derive trends and work closely with leadership to improve processes

- Serve as a primary point of escalation for any internal / external concerns and capably address customer issues directly

- Ensure that subject matter expertise (process knowledge) is build within the team and for self

- Actively drive and conduct team huddles, and knowledge assessments exercise in conjunction with Training and Operations teams

- Coach and mentor the team to obtain necessary inputs for business process management, and proactively drive process improvement

- Use proactive quality management techniques to identify process gaps, root causes for performance lapses, and correct them

- Work closely with Operations, Compliance, Training, Products and Technology teams to prioritize and drive ideas for process improvements

- Be responsible and manage process changes by instituting robust long-term processes

Experience / Qualification / Skills & Knowledge :-

- BE / Graduate / PG with min 9+yrs Experience with min. of 5+ years experience in Transactional Quality / Black Belt Role.

- Certified Black Belt preferred / Has to be min. Green Belt Certified

- Process Improvement Techniques/Certification (Lean, Six Sigma)

- Strong analytical skills

- Process Mapping

- Data Analysis

- Ability to identify and implement process re-engineering projects

- Good Knowledge & Working Experience on Microsoft Tools - Advanced Excel, Visio, Word & Access

- Strong Project Management Skills

- Excellent written and verbal communication skills across all levels in the organization

- Capability to conduct workshops on Process Excellence Tools & Techniques

- Experience documenting Business Process flows, Creating/Updating Standard Operation Procedures, and documenting business