1. Role- Quality Lead
2. Domain Customer Service
3. Roles and Responsibilities :
Plan and implement Quality Strategy to ensure consistent Quality support aligned to Client.
Drive outcome driven Quality Support to help Client engagements meet client requirements and contractual obligations.
Manage internal and external audits and assessments to ensure compliance to Quality Management System
Create engines for transformation and ensure deployment
Risk management and mitigation
Create and implement platforms for sharing internal and external best practices and benchmarks.
Talent Management Planning and implementing people career path, performance appraisals, team development towards employee engagement and retention
Stakeholder management deploy effective governance to review and monitor deliverables at both internal and client stakeholder levels
Driving engagements to meet client commitments in terms of metrics, avoidance of penalties and making improvements in the way we operate through standard Quality tools.
Required Skills :
Minimum 10 years of experience with at least 4 years of experience with BPO.
Candidate must be Black Belt/Green Belt certified.
A minimum of 5-6 years of experience leading Quality support for the Customer Service Domain
End to End Quality support experience is a must. They should have handled service delivery Quality rather than just PI.
Data Analytics Experience- Candidate must have experience into Data Analytics(Predictive analysis and modeling).
Current role should be A.V.P. or Sr. Manager with minimum 2 Yrs of experience on Sr. Manager Designation.
Experience 10-18 years
Work Timing General Shift (Working hours may extend to 10 pm typically UK shift)