Manager - Transactional Quality

Lakshya Recruitment Solutions Private Limited
  • Chandigarh, Gurgaon
  • Confidential
  • 7-12 years
  • 06 Aug 2015

  • Quality Control - Product/ Process

  • BPO/ ITES/ Call Centers
Job Description

This is an opening with one of the Topmost ITES organization.

Key Responsibilities:

Own the Quality Process end-to-end and ensure satisfaction from all stakeholders
Front face the client regularly and continuously to mitigate business needs
Ensure that all Quality targets are met continuously for all Lines of Businesses
Continuously suggest improvement methodologies
Suggest and implement proactive methodologies of issue identification and resolution
Evaluate QA& QAM effectiveness and take corrective actions
Evaluate effectiveness of QA Audit & Feedback interventions
Ensure periodically through Gage RnR that repeatability and reproducibility is in place
Ensure completion of RCAs within the TAT provided by stakeholders
Ensure weekly calibrations are conducted with client and with internal stakeholders
Ensure minimal calibration variations of T&TQ Team
Provide crisp and specific feedback to Front Line Recruitment Teams on quality of new hires
Ensure adherence to BPMS
Ensure 0 Non-Compliances in all Internal and external audits
Design & develop training processes (need identification to feedback and follow through) in consultation with the training teams
Ensure uniform quality of feedback is delivered by all QAs in line with business requirement
Interact and streamline channels of communications with other Functions and Clients
Provide quality floor support, feedback, refresher and corrective training, as and when required
Groom and develop talent in-house
Be a role model for the team
Ensure a VMP is developed& implemented every month, based on a robust Audit Plan
Conduct periodic checks in the organization of all functions
Publish periodic reports of all activities

Desired Skills:

GB Certified
Good Knowledge about computers
Excellent communication skills.
Good people management skills
Excellent Analytical Skills / Quantitative skills
Expert in Data Handling / data interpretation
Process Oriented
Adept at Planning and Decision making
Ability to prioritize and meet deadlines
Adept at Multi-tasking and must be detail oriented
Strong organizational skills and Presentation skills
Ability to work under pressure
Excellent in Time Management and self motivation
Excellent Interpersonal skills and Team work
Ability to drive initiatives to closure
Ability to deal with all levels of employees
Ability to provide leadership, direction and motivation to build high performing teams

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