Job Description

: \xef\x82\xb7 Ability to handle pressure and a natural go getter \xef\x82\xb7 Excellent hands-on skills to get into the process deeply & ability to identify the gaps and suggest improvement plans to internal customers \xef\x82\xb7 Drive process performance to achieve and exceed SLA deliverable. \xef\x82\xb7 To create a conducive and stimulating environment for the teams to accomplish their goals \xef\x82\xb7 Manage expectations of team members and proactively should sense their needs \xef\x82\xb7 Should come with innovative ideas for process betterment \xef\x82\xb7 Ability to drive process, performance and transformation \xef\x82\xb7 Able to guide the team by implementing best practices and always lead-by-example Role and Responsibilities: \xef\x82\xb7 The person would be responsible for end-to-end delivery and client interactions \xef\x82\xb7 End to end ownership of all contractual qualitative deliverable across multiple programs \xef\x82\xb7 Ownership for Quality - delivery of the process, works closely with the other functional areas like Program Management, Operation, Training, HR, WFM to ensure smooth operation & service delivery which ranges from client set Qualitative KPI\xe2\x80\x99s \xef\x82\xb7 Identifying process issues and taking corrective action, team mentoring, distributing responsibilities among QM/ QAM /QTL / QA \xef\x82\xb7 Client interaction across multiple programs (daily/weekly/monthly reviews etc.) \xef\x82\xb7 Should have handled client interaction (on calls or in person) \xef\x82\xb7 Excellent communication skills \xef\x82\xb7 The candidate should also have excellent problem-solving capabilities and lateral thinking skills \xef\x82\xb7 Closely monitoring daily productivity against the defined Service Level standards \xef\x82\xb7 Perform regular audit checks on client defined compliance requirements \xef\x82\xb7 Coach & monitor QM/ QAM / Team leads in day-to-day operations & people handling \xef\x82\xb7 Analyze and generate reports for team performance on processes \xef\x82\xb7 Presentation skills are mandatory \xef\x82\xb7 Develop a continuous learning process for the team \xef\x82\xb7 Review /audit transactions performed by team leads \xef\x82\xb7 Supervise and support team members to ensure that delivery is consistent with or exceeds client\'s quality service standard Candidates Specifications Qualification : - Graduate Preference - Six Sigma Certified Graduation Mandatory 8 to 10 years exp. in BPO Sector Must have handled transnational quality / customer experience for 5 - 7 years Must have 3 to 5 Yrs. of Quality Manager Exp. Job Location \xe2\x80\x93 Kolkata (Rajarhat) Job Types: Full-time, Regular / Permanent Salary: 9100,000.00 - 9108,333.00 per month Benefits:

• Provident Fund

Schedule:

• Rotational shift

Ability to commute/relocate:

• Kolkata - 700156, West Bengal: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Total: 10 years (Preferred)
• of Quality Manager Exp.: 5 years (Preferred)

Language:

• English (Preferred)

Speak with the employer
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