The profile is responsible for managing a team of Deputy Manager / Assistant Managers.
Will be responsible for running improvement initiatives across the processes in the generating QNS as per the set target.
Drive SLA adherence /customer CTQs.
Ensure appropriate corrective / preventive actions are taken for process improvement.
Drive inputs from VOC for improvement.
Initiate Best practice sharing across teams.
Comply to Quality Standards in the organization
Set goals for the team with measurable review & feedback mechanism
Drive Improvement projects/activities for different processes.
Mentor & coach Quality Managers & Leaders.
Drive QNS within the team
Ensure consistence in Quality standards, review the process quality plans & maintain the Quality standards as per the client requirement.
Review feedback from Business Channels (VOC/ Internal Feedback) regarding the quality aspects of customer service.
Work closely with operations team to meet the SLA Quality requirements.
Looking for candidate experienced in Transactional Quality/ Quality Assurance in BPO sector.