Functional Experience: 6 7 Years in BPO Quality.
Call Quality and Hands-on experience with Evaluation Recording Tools is must.
GB trained and certified resources would be preferred
MUST have Transactional Quality experience of leading a LOB/Vertical/Site independently
Education / Qualification:
o ISO /QMS/COPC Trained or certified
Scope of Work / Area of Influence:
The person would be responsible for Quality Management for all Client engagements (Voice & Data) for over 800 FTEs
This would require meeting the Contractual Quality requirements and bring value adds and ongoing process improvements to the clients.
Span of Control: 5 AM QA and around 30 Quality Analyst
o Meeting & Exceeding Quality Metrics
o Ensure minimum or no variance in Calibration between Company and the Clients
o Bring Client and Business Value Adds
o Ensure timely and effective Transactional Quality Management for all new and existing processes
o Drive SLA adherence / Customer CTQ ensuring all parameters are met and corrective and preventive actions a re taken
o Drive VOC actionables across the team and maintain/improve the scores and Drive inputs from VOC for improvements
o Contribute and present in client/customer reviews/meetings
o Internal Control & Business Processes: Maintain the Quality Management system for the Clients
o Adhere to compliance to Quality standards (ISO, COPC etc)
o Do goal setting with the team and ensure effective and measurable reviews and feedback mechanisms
o Initiate and best practice sharing across the team
o Drive people development by aligning to the Quality DNA program
o Drive culture of data based decision making
o Lead Projects within Quality department
o High Initiative and Enthusiasm to drive improvements and quality culture
o Strong communication skills (Written & Verbal) should be able to communicate with various levels in the organization at the same time.
o Prioritizing and Organizing Skills.
o Ability to work with a team.
o Analytical and problem solving skills.
o Leadership Skills to lead a team
o Exposure to quality and understanding of quality resources & their requirements
o Hands-on with Excel, PPT, other MS office tools, other presentation & project management tools
o Analytical and Logical Thinking
o Reporting and Co-ordination Skills
o Must demonstrate People, Result & Thought Leadership