01Key Responsibilities
Drive continuous improvement for TQ and Delivery.
Manage Call Quality & Client related KPI's.
Evaluate effectiveness of TQ interventions.
Strengthen Training & Quality management processes / framework to improve quality of delivery.
Accurately capture SLA/SLO metrics, the reporting needs of all clients and set up / customize processes to seamlessly meet the client's expectations.
Drive Process control & Compliance in addition to managing the Audit requirements.
Ensure knowledge consistency through calibration, quizzes, D-Sat scrubbing etc.
Interact and streamline channels of communication with other Functions and Clients.
Provide quality floor support, feedback, refresher and corrective training
Support cross process / location teams.
Support the Quality and Compliance teams to perform audits and follow ups based on observations highlighted.
Key Skills and knowledge:
Knowledge about computers & MS Office.
Excellent communication skills.
Good people management skills
Analytical / Quantitative skills
Maturity in handling customers and work in a multi culture process environment
Data Handling / data interpretation
Good working knowledge of T&TQ (Training & Transaction Quality) systems, tools and technologies.
High level of maturity to handle people including but not limited to client, stake holders, peers etc.
Process Oriented, Planning, Decision making, Data Handling, Ability to prioritize, Ability to meet deadlines and work under pressure in an unstructured environment
Detail oriented with Strong organizational and Presentation skills
Flexible to work in a 24X7 environment (night shifts and weekends basis scope)
Ability to generate and implement out of the box ideas and Process improvement initiatives in the process.
Designed the FMEA framework in the existing organization or in the past
Interested and relevant exp candidates please share CV on 9673711611 (No Calls please)
Position applying for: QM
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Are you from Bangalore or ready to relocate to bangalore .
