Quality Manager :

Experience - Min 9 yrs

Selection criteria / eligibility :

- 6-8 years of overall experience and at least 3-4 years in call center industry.

- 3-4 years of experience in a Voice based customer service environment / people management environment

- College degree from a reputed university, preferably MBA.

- Six Sigma certification preferred.

- Good communication and analytical skills.

- Ability to act fast, and demonstrate presence of mind

- Good number crunching skills- decipher trends from numbers

- Dependable, articulate and professional in appearance and speech

- To be a leader and be able to lead from the front.

- Be able to develop people through coaching, counseling, Training, team building, motivation. Assess training opportunities and aid in arresting attrition.

- Understand and be able to document processes. Process orientation. Attention to detail

- Develop strong inter-personal relationships with the team to cohesively bond them together with the Company and integrate them with the vision and core values

- Work in tandem with the workflow through planning and implementation of customer directions and monitoring indices.

- Demonstrate a professional attitude among peers, staff and external customers at all times.

- Must be able to adapt to a dynamic and ever-changing environment with a positive attitude.

- Must demonstrate a willingness to learn and be open to direct and honest feedback aimed at improving individual performance

Roles :

- Identifies, proposes and implements new processes to improve Quality of the skillset.

- Ensures customer feedback to the Company in the form of analysis and actionable reports (qualitative/quantitative)

- Checks for trends and inputs issues in the People issues log and Business issues Log

- Initiates and is able to drive and implement projects based on people and Process issue logs independently to ensure continuous improvement.

- Ensures all employees have the proper tools, training, supervision and a healthy environment to be successful in their roles

- Ensures performances issues are addressed in a timely and professional manner; all steps of disciplinary action are conducted effectively to minimize risk; ensures Head of Quality is kept informed of potential performance obstacles and proactively offers solutions

- Ensures consistency with the administering attendance policies and procedures appropriately and accordingly; all records are complete and accurate

- Analyze daily, weekly, and monthly reports to current status, and recommend future initiatives and resource planning

Responsibilities:

- Positively contribute to EBIT, FAB customer experience and FAB experience for the players through driving of the People and Business Issue Log

- Monitor metrics & Analysis of the team Performance. Monitor team goals and objectives on a daily/ weekly/ monthly and annual basis, using appropriate tools provided

- Provide support and guidance to the Quality Operations Manager

- Conduct a Weekly performance Review of the process with own and Operation teams

- Develop strong inter-personal relationships with the team to cohesively bond them together with the Company and integrate them with the brand and behaviors

- Provide hands-on assistance to your team in case of problems, both, through direct intervention and mentoring

- Manage outliers in the team based on the variance Calibration with the team and Ops teams

- Responsible to performance manage the Quality Operations Managers and suggest remedial and improvement techniques

- Ensure that the company's policies are being adhered to by team and self

- Ensure that the aligned department meets the company objective of providing FAB customer experience and contribute to positive EBIT

- Maintain all documentation as laid out by business and Quality requirements, from time to time

- Derive effective plans to improve performance and reduce leakages and non compliance issues on the People issues log to improve customer experience and improve contribute towards positive EBIT

- Initiate Projects as required by the skillset to improve performance for the business.

- Best practice sharing in the team

- Creating the Escalation Matrix for TL - MCI

- Consolidate inputs from the quality audits and send it across to the training manager.

- Ensures stakeholder engagement and conduct weekly/monthly reviews as required to drive performance improvements.

- Works cross functionally to bring initiatives/projects to closure.

Reporting :

- Monitoring & Continuous Improvement Managers will be reporting to the Senior Manager - Monitoring & Continuous Improvement

Meetings / Con. Call :

- Meetings with AM - M&CI on a weekly basis

- Meetings with TL-M&CI on bi weekly basis / skip level

- Conference Call daily

- Conduct project meets as required to make sure the right amount of communication is happening for each of the project

- Be a part of Operational review meetings and present People and Business Issues relevant to the area

- Lead Stakeholder meetings asking for the right level of support for fixing issues on the Business issue Log

Reviews :

- Weekly reviews to be conducted with operations and M&CI team

- Monthly Business Reviews with the operational stakeholders to present progress and roadblocks to performance of area.

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