Assistant Manager Quality

Year    Noida, Uttar Pradesh, India

Job Description

The British Council builds connections, understanding and trust between people in the UK and other countries through arts and culture, education and the English language.

We work in two ways - directly with individuals to transform their lives, and with governments and partners to make a bigger difference for the longer term, creating benefit for millions of people all over the world. We help young people to gain the skills, confidence and connections they are looking for to realise their potential and to participate in strong and inclusive communities. We support them to learn English, to get a high-quality education and to gain internationally recognised qualifications. Our work in arts and culture stimulates creative expression and exchange and nurtures creative enterprise. We connect the best of the UK with the world and the best of the world with the UK.

These connections lead to an understanding of each other's strengths and of the challenges and values that we share. This builds trust between people in the UK and other nations which endures even when official relations may be strained. We work on the ground in more than 100 countries. In 2019-20 we connected with 80 million people directly and with 791 million overall, including online and through our broadcasts and publications.

Job Title: Assistant Manager Quality

Purpose of job:

The role provider is responsible for assessment of transactions/operational processes/customer queries on defined parameters. The role is also responsible for establishing quality check sheets for various voice/non voice transactions for assessment and reporting. The role provider is required to carry out live monitoring of transactions/mystery shopping on daily basis to access overall customer journey and identify improvement opportunities.

Role provider is required to analyse operational customer service on daily basis and arrange corrective actions while working with operational teams. A daily QA report shall be released by the role provider for management review.

Experience areas:

  • Proficient in English Communication Skills.
  • Knowledge of customer service principles and practices(Voice, E Mails & Chats related)
  • Good Computer (MS office) and keyboard handling skills
  • Understanding of Contact Centre processes, reporting, MIS etc
Knowledge of:

Essential
  • Overall 8 years experience in Contact Centre or Frontline customer service/Sales
  • 4-5 years of experience in Quality management
  • 2-3 years of Quality team handling experience
  • Experience of analysing insight and management of data
  • Quality monitoring
  • Advanced skills using Excel and PowerPoint
  • Six Sigma certified
Desirable
  • Relevant qualifications to support service operations management e.g.ICS Solutions, Innovations Award or Managing Customer service certificate
Accountabilities, responsibilities and main duties:

(including people management and finance)

Accountabilities:
  • Organizing, maintaining, customising and promoting newly developed customer service modules, SOP's in alignment with the standards required.
  • Ensure that the Global Customer Service standards are adhered to for the Enquiry and Complaints handling processes in Operations/Customer Service through phone, face to face, email and social media.
  • Manage framework of daily / weekly and monthly reporting of quality standard and tracking progress against agreed action points. This will include investigating reasons for any reduction in performance.
  • Effectively manage a regional team member and work with country CS teams to ensure quality improvement.
  • Perform monitoring on agents in multiple countries, with a focus on providing effective coaching
  • Train and guide Country CSMs & CSO's on how to perform quality monitoring and agree targets per country and query management review of standard responses. Analysing and reporting on enquiry trends and resolution rates of various teams
  • Support and advice areas of opp. to country staff, which includes sharing training needs for the region and monitor induction delivered to staff.
  • Auditing & Reporting: Understand business needs and expectations, to make use of the existing or develop customized reports to highlight key trends, improvement opportunities and progress.
  • Provide relevant reports and analysis of the activity in Sales and CS that will support attaining the objective of delivering our service with greater efficiency in all customer management working areas
  • Prior experience in managing quality team/s
Information Security
  • Ensure that their workforce are aware of the information security policies and comply with them
  • Ensures that the team complies to ISO 27001 and IGA related requirements
  • Document and monitor / review access levels of his/her team
  • Provide security awareness and education to team
  • Manage Records to ensure compliance to Freedom of information act
  • Ensure incidents of their respective functions are closed within SLAs
Qualifications:

Required:
  • Any Graduate
Further Information

Pay Band - 6

Contract Type - FTC

Department/Country-GM/India - Noida

A connected and trusted UK in a more connected and trusted world.

Equality , Diversity, and Inclusion (EDI) Statement

The British Council is committed to policies and practices of equality, diversity and inclusion across everything we do. We support all staff to make sure their behaviour is consistent with this commitment. We want to address under representation and encourage applicants from under-represented groups, in particular, but not exclusively, on grounds of ethnicity and disability. All disabled applicants who meet the essential criteria are guaranteed an interview and we have Disability Confident Employer Status. We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities.

The British Council is committed to safeguarding children, young people and adults who we work with.

We believe that all children and adults everywhere in the world deserve to live in safe environments and have the right to be protected from all forms of abuse, maltreatment and exploitation as set out in article 19, UNCRC (United Nations Convention on the Rights of the Child) 1989.

Appointment to positions where there is direct involvement with vulnerable groups will be dependent on thorough checks being completed; these will include qualification checks, reference checks, identity & criminal record checks in line with legal requirements and with the British Council's Safeguarding policies for Adults and Children.

If you have any problems with your application please email

Please note: Applications to this role can only be considered when made through the Apply section of our careers website. Our 'ASK HR' email is only to be used in case of a technical issue encountered when applying through the careers website. Emails with supporting statements and CV/Resumes sent to this email address will not be reviewed and will be deleted.

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Job Detail

  • Job Id
    JD2963433
  • Industry
    Not mentioned
  • Total Positions
    1
  • Job Type:
    Full Time
  • Salary:
    Not mentioned
  • Employment Status
    Permanent
  • Job Location
    Noida, Uttar Pradesh, India
  • Education
    Not mentioned
  • Experience
    Year