Managing the delivery of Quality matrix as per agreed SLA for all the processes with the help of QA's
To participate in customer and client listening programs and identifies their expectations and needs
Liasing with stakeholders and counterparts Onshore for information & CSAT performance
Exceeding Internal & External clients expectations
Responsible for developing and implementing quality management procedures and systems
Ownership of driving Quality policy of the organization
Design / Update & Approve departmental procedures and work instruction manuals
To provide actionable data to various internal support groups as and when needed
Designing the Business Objectives for the Quality Department keeping the Business Vision in perspective
Drive retention and control on financial impact KRAs functional team.
To use quality monitoring data management system for compiling and tracking performances at team and individual levels
To provide feedbacks to the team leaders and managers
To prepare and analyze internal and external quality reports and managing the staff reviews.
Minimum 8 years of work experience with at-least 2 years experience in current role.
Industry experience (Insurance / Banking etc.)
Green Belt Certified or Trained Mandatory.
BPO Candidates Only.
Minimum 5 Yrs in a TQ role Mandatory.
Team Management role.
Shifts : 11.00 AM -11.00 PM Time Slot.