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Quality Director
Leading BPO
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Quality Director

at Leading BPO

Agency job
8 - 10 yrs
₹15L - ₹15L / yr
Mumbai, Delhi, Gurugram, Noida
Skills
Quality control
Quality management
Quality improvement
Qualitative research
Quality audit
quality
Business Process Outsourcing (BPO)
Analytical Skills

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.
•Collects and analyses information from a variety of appropriate sources.
•Identifies the links between situations and information.
•Sees connections, patterns or trends in the information available.
•Identifies the implications and possible consequences of trends or events.
•Draws logical conclusions, providing options and recommendations.
•Analyses complex situations, breaking each into its constituent parts.
•Recognizes and assesses several likely causal factors or ways of interpreting the information available.
•Identifies connections between situations that are not obviously related.

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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Subodh Popalwar

Software Engineer, Memorres
For 2 years, I had trouble finding a company with good work culture and a role that will help me grow in my career. Soon after I started using Cutshort, I had access to information about the work culture, compensation and what each company was clearly offering.
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