Quality Manager - Telecom

First Call H Resource P. Ltd
  • Pune
  • 10-15 lakh
  • 5-10 years
  • Views
  • 18 Jan 2017

  • Operations

  • BPO/ ITES/ Call Centers
Job Description

Handling a team of QAs or QTLs
Implement Operational Excellence Tools (5S, RCA, Lean, Standard Work, Continuous Improvement, Six Sigma, Tiered Accountability & GEMBA).
Establish and maintain Quality Management system for the account
Works with the site team to achieve optimal results on efficiency and other operational key metrics (i.e. First Time Resolution, AHT, shrinkage, Utilization etc.) through gap analysis and process improvement projects
Delivers high impact projects targeting financial gains (i.e. Bonus maximization, penalty reduction or elimination, operational costs reduction, new business win through client value-add projects resulting to shared revenues or new business, etc.)
Be able to lead new process design (Designing As-is and To-be Process Mapping) and propose alternate business process designs
Works with the site/client team in upholding compliance in all organizational standard procedures and policies (i.e. Model of Excellence, InfoSec, Physical Security, Visitor Processing, operational processes, business reviews, etc.)
Responsible for compliance in all contractual and regulatory requirements
Replicate best practices from other locations/processes to improve process performance.
Design training programs, train staff on Operational Excellence Tools & promote culture of Kaizen.
Support & guide staff on quality related projects as a part of their career development plans.
Participate actively in all quality related audits both internal as well as external
Conduct transactional quality audits, Process Improvements, calibrations


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First Call H Resource P. Ltd