Job Function – Quality Director
Specialization – Quality
Industry - BPO
Salary Increment - As per company policy
Experience - Minimum 2 years as Sr. Manager – Quality / Preferred director role
Level – L 5
Location - Gurgaon
Key Skills
- Ability to motivate and inspire new & existing Team mates
- Must have a strong eye for detail and a thorough understanding of client expectations
- Must display positive energy, service oriented attitude towards all teammates.
- Strong managerial, organizational, prioritization and leadership skills
- Solid language fluency required (enunciation, clarity and professionalism)
Job Description:
This role is responsible for:
- Client interactions
- Manage and develop improvement plans in liaison with other department(s)
- Effective resource utilization
- Meeting & exceeding defined KPIs
- Able to motivate team members.
- Manage Quality Team member and help them in performance improvement
- Effective resource utilization
- Meeting & exceeding defined KPIs
- Able to motivate team members
- Initiate KPI projects, Automation project, CJMs
- Initiate metric improvement activities/projects
- Has lead & mentored process improvement projects and demonstrated significant benefits (Tangible/Non Tangible)
- Assures effective process and policy mechanisms are in place
- Develops and assures compliance with the Service Level Agreements between internal and external customers
- Assures confidentiality and integrity of data
- Assures implementation of compliance with the Information Technology Standards (System checks, whitelist)
- To oversee risk management activities across the Program
- Developing, establishing, and maintaining an effective system-wide compliance and ethics program designed to prevent, monitor, detect, and respond to non-compliance and recommend corrective actions to fully meet regulatory requirements. This includes a system of education and training to promote compliance awareness.
- Identify and address compliance gaps (issues or processes where compliance risk exposure exists or accountability is not clear), particularly where such issues involve more than one functional unit.
- Create and manage all reporting requirement for the program for both internal and external requirements
- Coach Technical Support Executives on the evaluations done
- Run analysis on contact evaluations and highlight trends
- Coach agents based on evaluation trends to improve their technical capabilities
- Use trends to identify training needs and developing action plans
- Help technical support executive to understand appropriate troubleshooting approach
- Participate in calibration sessions with Quality/Operations
- Maintain current understanding of program strategies
- Support management focus on review of key drivers, metrics and operational processes that drive KPI results
- Demonstrate commitment to program internal customer satisfaction
Desired Candidate Profile:
- Graduate or post graduate degree/diploma (10+2+3) in a any stream
- Excellent command over English (Verbal & Written)
- Min 2 years as Quality Sr. Manager / or director role with domain expertise
- Min 6 - 8 years of overall experience in Quality function
- Minimum 8 - 10 Years of total Experience in handling BPO business
- Basic Computer skills required
- Working knowledge of Excel, Power point, Excel Understanding of Ops Reports and MIS
- Should have basis knowledge on statistical knowledge
Technical Competency |
Ideal Hiring Competencies |
Excel Skills |
Should be able to execute complex formulas, create presentable charts and in-depth knowledge of short cut keys |
Analytical Skills |
•Breaks down concrete issues into parts and synthesizes succinctly. |
Six Sigma BB |
BB Certified |
Presentation Skills |
Ability to explain the concepts of various trainings like Lean, 6 sigma, etc |
Decision making skills |
Should be able to take control of situations and arrive at quick decision to counter issues/problems |
Behavioral Competency |
Ideal Hiring Competencies |
Result orientation |
Able to create a plan and work systematically. Predict problems and figure out ways to overcome them and indefinitely attain the results |
Influence |
Adapts rationale to influence others |
Client Focus |
Identifying and responding to current and future client needs; providing service excellence to internal and external clients |
Continuous Learning |
Identifying and addressing individual strengths and weaknesses, developmental needs and changing circumstances to enhance personal and organizational performance |
Conflict Management |
Preventing, managing and/or resolving conflicts |
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- Strong knowledge of scraping frameworks in Python (Request, Beautiful Soup)
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- Knowledge in Version Control tools like GIT.
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- Shell scripting Networking Concepts Openwrt OS Concepts
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III. ABOUT YOU
- Professional / Academic Requirements
- 2+ years of relevant work experience in Paid media
- A Degree in Engineering, Marketing, Advertising, Communication or another relevant field
- Technical Requirements
- Expert level command over Google Ads, Facebook/Instagram ads
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Experience 2 years
and analyzing complex information is second to none, and you have a natural desire to help people understand things that are hard to understand.
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standards
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complex product information into simple, polished, and engaging
content
• Write user-friendly content that meets the needs of the target audience,
turning insights into language that sets our users up for success
• Develop and maintain detailed databases of appropriate reference
materials, including research, usability tests, and design specifications.
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About Senrya Technologies Pvt.Ltd. –
We are a full-stack avant-garde product organization with its roots in East India (Kolkata) and expanse in North East, Maharashtra, Gurgaon, Karnataka and has made Kolkata from backwaters of IT to a live-wire hub of innovation. We blend innovation and next-gen technologies with rich experience of more than a decade and undaunted ambition with the primary objective to build highly scalable solutions that will impact a billion lives.
Senrysa group of companies includes three business verticals that contribute to our success story - Fintech, Retailtech, Healthtech. The growth trajectory of Senrysa has been 100% every passing year.
Fintech - We are one of the leading Fintech organization in financial inclusion with innovative ICT solutions. Senrysa Technologies was an early adopter of the India Stack and has pioneered the Aadhaar Enabled Payment System under the flagship of the business correspondent model for masses and has acquired more than 30 million customers till date under this initiative. We take pride in been granted RuPay Certification from NPCI. Senrysa has diversified client base from Public Sector Bank, Private Bank, Regional Rural Bank to Co-operative Banks across India.
Retailtech - NDHGO is an AI-enabled B2B online ordering platform that empowers small and medium businesses to go online in less than a minute thereby offering unorganized retail players a level playing field to compete with organized aggregators. It will also enable them to sell and market their product offerings online with zero commission. We aim to develop a sustainable online ecosystem for the stores and make their presence digitally discernible and accelerate customer engagement with a mobile first approach and simplicity of adoption where retailers can list their products from the NDHGO Catalogue Builder and share the link to their store with customers through WhatsApp and trending Social Media. Please refer attached presentation for a quick overview.
Healthtech
Understanding the dire need for new practices and procedures and to ensure that quality and timely healthcare reaches every corner of India, we are into Healthcare. We are developing the most advanced IoT based telemedicine devices, this would advent smart health practices that would help improve quality, increase access and affordability.
Benefits:
Competitive Package
Esops
Retention Bonus
Joining Bonus
Relocation Bonus
Higly skilled team members with vast knowledge & expertise