Manager Transactional Quality - Voice CRM

Lakshya Recruitment Solutions Private Limited
  • Pune
  • 10-12 lakh
  • 7-12 years
  • Views
  • 17 Oct 2016

  • Operations

  • BPO/ ITES/ Call Centers
Job Description

Key Responsibilities

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
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


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