GM - Transactional Quality (Leading BPO)

2COMS Consulting Pvt. Ltd.
  • Gurgaon
  • Confidential
  • 14-18 years
  • 12 Oct 2016

  • Quality Control - Product/ Process

  • BPO/ ITES/ Call Centers
Job Description

Experience : 14+ year s into transactional quality

Qualification : Graduate / Post Graduate

Certified & Trained on Black Belt (Green Belt certification is MUST, Black Belt certification is desirable)

Reporting to : Associate Director

Job Description :

Drive continuous improvement program across processes
Analysis of utilization, efficiency and available data for the process
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
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
Accurately capture SLA / SLO Metrics, the reporting needs of each of the client and set up/customize processes to seamlessly meet client's expectation
Should drive Process Control & Compliance in addition to managing Audit requirements
Should ensure Knowledge consistency through means like calibrations, Quizzes, D-Sat Scrubbing etc
Strong interpersonal skills to manage client expectations/engagements effectively
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

Desired Skills / Preferred Qualification :

Post-Graduation Degree is Preferred
Certified & Trained on Black Belt (Green Belt certification is MUST, Black Belt certification is desirable)
Demonstrated success in Transactional Quality
Exposure to different improvement frameworks like Six Sigma, Lean
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

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About Organisation

2COMS Consulting Pvt. Ltd.