DGM - Training & Transactional Quality

2COMS Consulting Pvt. Ltd.
  • Gurgaon
  • 18-25 lakh
  • 11-14 years
  • 409 Views
  • 12 Oct 2016
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  • Quality Control - Product/ Process, Operations

  • BPO/ ITES/ Call Centers
Job Description


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
Provide Training and quality support, development of metrics and dashboards in line with customer requirements
Ability to lead a team, coordinate with other location and drive standardized practices
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
Evaluate effectiveness of TQ interventions
Strengthen Quality management processes / framework to improve quality delivery
Accurately capture SLA/SLO metrics, the reporting & analysis 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
Drive Process control & Compliance in addition to managing Audit requirements
Provide quality floor support, feedback, refresher and corrective interventions
Facilitate Quality and Compliance team to perform various audits and follow ups based on observations highlighted
Excellent Transactional Quality Domain Knowledge
Strong Process Knowledge and Compliance to Multiple Audit Postures
Design overall framework of learning development for associates across all locations in India
Translate business drivers to performance requirements and accordingly identify/design learning interventions that provide greater flexibility of learning options.

STRATEGIC INPUTS / SKILLS REQUIRED

Demonstrated success in Transactional Quality
Thorough knowledge of MS office tools like Power point and awareness of BI tools such as SAS, SPSS , project, excel are critical for the job
Strong communication & facilitation skills
Strong analytical skill- ability to work with huge volume of data using statistical tools
Excellent knowledge of Six sigma and lean methodology
Flexible approach to tackling projects
Good team player
Good Presentation skills
BB certification is preferred / not mandatory


** Candidates from Ecommerce domain is prefered **


Job Posted By

2coms
Manager

About Organisation

2COMS Consulting Pvt. Ltd.