Manager Quality - Bpo/kpo

Workoid consultants
  • Gurgaon
  • Confidential
  • 8-13 years
  • 16 Oct 2015

  • Quality Control - Product/ Process

  • KPO/ Analytics, BPO/ ITES/ Call Centers
Job Description

Exp : 8+ years experience,

Certification :

Relevant Quality Control and/or Corporate Compliance, ASQ CQM/OE certification/Lean Six Sigma Green Belt Certified or Trained
TECHNICAL SKILLS : Very strong analytical skills, change management & program management skills; Experience driving Automation/Systemic QA processes Program/Change Management experience in enabling a culture of Consumer Experience in Operations processes / Experience applying Speech Analytics technology
Working Conditions : 2 pm 11 pm / 5 days working

Role Purpose

The Manager - Quality Assurance, reports to the AVP - Global Quality Assurance. This position will lead the Quality Assurance function for all applicable geographies including U.S., India & others. Responsibilities include managing the voice and back office QA function & driving the global QA vision, formulating QA deployment strategies, planning & managing support functions and conformance to defined quality standards. This position includes the responsibility for all aspects of performance management (setting expectations, observing, coaching, counseling and rewarding); performance metrics and tracking and supporting an engaged and collaborative team environment. As a key leader, the Manager is also responsible for sharing best practices & process improvement ideas across teams and sites, identifying, analyzing and implementing solutions that drive results.

Key Responsibility

Develop and implement quality management strategy and plans, including resource, systems, timescales, to support, contribute, and integrate with the organizations business plan and long term strategy. Lead and relate to diverse Global QA team to meet critical time-sensitive goals. 20%

Monitor & report performance according to business established quality standards. Provide feedback to support business coaching/feedback efforts. Develop, maintain & audit QA policy, procedures & processes. Possess comfort and confidence in interacting positively with Sr Mgmt stakeholders. 20%

Integrate new technologies, specifically Speech Analytics & Automation/Systemic QA tools such as SAS, to evolve the scope and impact of the QA department. 20%

Evolve the QC role, while also supporting development of team members into roles needed to further vision and impact of QA, specifically Data Analysts, Process Specialists, et al. 10%

Develop & drive a robust interaction model with key business partners with a view to achieve balanced and collaborative decisions that impact business quality strategy & performance 10%

Mgmt of direct reports # 2 - 3 20%


Should have team handling experience. Will have a team of 20 QAs & 3 TLs or AMs
Experience in Compliance, Quality Assurance & Transactional Quality is must
Should have been trained in GB or Six Sigma and should have done projects using these tools.
Excellent communication skills
Voice experience is mandatory
Preferably Client facing experience

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