Tech Mahindra - Manager - Quality Monitoring & Continuous Improvement (6-8 yrs)
We are hiring for Quality Manager/ Monitoring & Continuous Improvement Managers
- 6-8 years of overall experience.
- 3-4 years of experience in a Voice based customer service environment / people management environment.
- Monitor metrics & Analysis of team Performance. Monitor team goals and objectives on a daily/ weekly/ monthly and annual basis, using appropriate tools provided.
- Positively contribute to EBIT, FAB customer experience and FAB experience for the players through driving of the People and Business Issue Log.
- Manage outliers in the team based on the variance Calibration with the team and Ops teams.
- Creating the Escalation Matrix for TL - MCI.
- Should have experience in Transformation/agile quality framework.