1. To liaison with Management to establish short and long term quality goals and strategies for BU
2. Ensures successful deployment of controls and triggers for adherence to contract specifications, compliance with standards
3. Engage with BU & LOB heads on consistency in delivery of the Transaction Monitoring function. Includes conducting CFTs for call listening etc.
4. Engage with business partner and align the service delivery partner to company's defined quality standards
5. Is required to ensure timely (daily/weekly/monthly) transactional quality reporting for the BU owned
and publish insights from people, process & systems standpoint for driving improvements.
6. Is required to revisit/develop quality frameworks for new processes launched / processes transformed or re-engineered
7. Is required to conduct workshops with BU & LOB owners to continuously improve the transaction quality framework to align to the business objectives defined for the BU
8. Engage with and align 3P auditors to TS defined standards and facilitate master calibration sessions
9. Facilitate Quality- Operations interaction and Knowledge sharing
10. Execute any other projects, tasks or activities required to align to SE initiatives and to enhance SE team performance
Key requirements for all roles :
Needs to have worked in the capacity of Client / Principal and should carry corporate role experience (Designing frameworks for respective domains and rolling out for business partners)
Should have managed respective portfolio for Contact center environment in a large scale retail set-up (i.e. B to C.>3000 FTE)
Preferred industries in order of priority : Telecom, DTH, Combination of BPOs (Telecom processes) and at least one stint in the capacity of principal/client
Having worked in business during growth phase preferred.
Qualifications: Post Graduate / Graduate Six Sigma Certified
Technical skills: Should have been part of a QM deployment.
Familiar with quality tools and applications
MS Office Proficiency
Professional skills: Service Industry Experience
Strong Analytical, Mediation and problem solving Skills.
Certified in various quality tools
Previous role related experience: Overall 8-12 years of experience with exposure in DTH / Telecom / Audit / BPO / E Commerce / Banking /Hospitality