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 |
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Excel Skills |
Should be able to execute complex formulas, create presentable charts and in-depth knowledge of short cut keys |
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Analytical Skills |
•Breaks down concrete issues into parts and synthesizes succinctly. |
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Six Sigma BB |
BB Certified |
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Presentation Skills |
Ability to explain the concepts of various trainings like Lean, 6 sigma, etc |
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Decision making skills |
Should be able to take control of situations and arrive at quick decision to counter issues/problems |
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Behavioral Competency |
Ideal Hiring Competencies |
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Result orientation |
Able to create a plan and work systematically. Predict problems and figure out ways to overcome them and indefinitely attain the results |
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Influence |
Adapts rationale to influence others |
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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 |
Subodh Popalwar
Software Engineer, Memorres
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Name of the Position |
Subject Matter Expert - MATHS |
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No. Required |
2-3 |
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Gender |
Female / Male |
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Age group |
25-30 |
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Area of Residence |
Delhi-NCR, Preferably Gurgaon region |
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Qualification |
MA/MSc. ( MATHEMATICS) |
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Skills Reqd. |
1.content development for |
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Work Experience |
Min. 2 years ( Freshers can also apply) |
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Salary |
INR 25 - 30K ( subject to |
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Selection Criteria |
Objective type written test |
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Joining Time |
Immediate |
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Location of Work |
Gurgaon |
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Work Timings |
9:00 AM to 5:30 PM |
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- Conduct market research to identify selling possibilities and evaluate customer needs.
- Actively seek out new sales opportunities through cold calling, networking, and other possible sources.
- Set up meetings with potential clients and convert them to closures.
- Making Outbound Calls, generating new opportunities & nurturing the opportunities generated
- Follow up on leads and conduct research to identify potential prospects.
- Negotiate/close deals and handle complaints or objections.
- Work with the teams (External/Internal) to develop and grow the sales pipeline to consistently meet desired goals.
- Data-driven analysis with strong attention to detail and ability to execute within a matrix team structure.
- Sharing quotations to customers through email on real-time basis
- Communicating with customers on over phone & over email.
- Build strong relationships with clients to increase sales and customer satisfaction.
- Meet or exceed Monthly / Quarterly / Yearly sales targets by closing deals and negotiating contracts.
- Provide excellent customer service by responding to customer inquiries and resolving issues in a timely manner with collaboration of support team. Prepare and present proposals and demonstrations to clients.
- Prepare and submit sales reports and forecasts to management.
Roles and Responsibilities
* Work closely with the marketing team to develop social media campaigns that help to achieve corporate marketing goals.
* Develop monthly reports on emerging social media trends that will be submitted to the management and executive teams
* Monitor the companies social media accounts and offer constructive interaction with users
* Create methods for finding and saving online customer reviews
* Analyse the long-term needs of the company’s social media strategy and offer quarterly reports to the management and executive teams that outline any necessary changes to the digital marketing plan
Requirements and qualifications
* bachelor’s degree in marketing, Communications, or a related field
* 4+ years’ experience in social media management
* Exceptional multi-tasking skills
* Able to explain complex social media data in an understandable way
* Strong problem-solving skills
* Knowledge of Social Media advertising platforms is required.
* Knowledge of the latest digital marketing trends
* Experience with email automation tools
* Sense of ownership and pride in your performance and its impact on the company’s success
* Critical thinking and problem-solving skills
* Team player
* Good time-management skills
* Excellent interpersonal and communication skills
Strategy & Operations Manager – 2022
JOB DESCRIPTION
As a Strategy & Operations Manager you are expected to Work closely with CEO and help streamline Operations for the best way forward through Guidelines, Standards Automation etc (understanding the current state and future state why is critical), for & through
Roles & Responsibilities:
A strategic & org level role to define/streamline/standardize overall Org Operations in alignment with the current & future goals of the company, through,
- Definition of Guidelines, Standard Operating Procedures etc. for all the operations/services in the company
- Identification of the areas of automation of manual/repetitive tasks as a part of project management/delivery and working with the team in identifying and automating through the right tools & techniques (for ex – Team Management Matrix, Timesheets, Customer Status Dashboards etc.)
- People & Management – for work, right utilization & upskilling
- Continuous Reviews, Audits & Feedback ensure adherence
- Use of the right tools & techniques for ease, reuse, scalability & management – across operations
- Definition & Delivery of Org specific reports – team management, project dashboards, customer management etc.
- Bringing in mature practices to the way we do business for the betterment.
- Helping avoid waste and add value – in terms of work executed, value delivered to the customers
To re-iterate, all the above to be in complete alignment with the Org – its goals, values, principles & culture. So, while the expectation is for you to define procedures & protocols – it cannot be a one size fits all approach. Our belief is Responsible Freedom. Structures/Governance are important, but not at the cost of flexibility. You should be able to strike the right balance.
Scope in terms of functions/departments:
- All the functions around the Business that we are in (Consulting, Technology), from an Operations perspective
- Training & Development
Team you will be working with:
- CEO & Org Maturity Team
- Org Performance & Customer Delivery Team
- Project Managers
Experience/Qualifications
- Insurance Technology space, with experience in the role, as per Job Profile (preferable: P&C/General Insurance and related Technologies) would be ideal for the role. Alternatively, experience in FinTech or BFSI is expected
- Minimum of 5 to 6 years – Our focus is not on the number of years of experience, but the passion/aggression to help support in building scalable business through the right Operations
- B Tech with MBA from Premier Institutes preferable
- Experience in tech project implementations – in the capacity of operations manager
ABOUT MANOMAY
Manomay is a Global IT Consulting & InsurTech Firm with an exclusive focus on the Insurance industry. With business technology alignment as the key emphasis, we work with multiple insurance companies both on Consulting (Strategic/Management/Implementation/ Measurement) and Technology (InsurTech Products and Custom Specific Solution Development). Our Customer Base is spread across USA and Caribbean Islands (Bermuda, Cayman Islands, Barbados, Bahamas, and Jamaica).
Whether it is Consulting or Software Development, our focus is to help Insurance Companies solve those “unsolved” problems, that are not yet comprehensively addressed in the current realm of Company and the Market. These span across legacy technology, rip & replace challenges, indecisiveness about enterprise IT, changing customer expectations & positioning, changing market dynamics, people & process challenges, integrations & associations etc.
Our Technology Stack is of latest order using a combination of the new gen technologies AI, ML, RPA, Digitization & Analytics etc. developed off Python and its frameworks (primarily) + other web frameworks like Angular and Node JS etc.
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- Understanding of the working of a web-based application.
- Expert Knowledge of Microservices architecture.
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- Basic understanding of REST APIs and their concepts.
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- 3-5 years of experience building scalable backends using Python
- In-depth knowledge of Python/Django or Flask
- Familiar with oauth integration Social Networking API (Facebook, Twitter, Linked In, Google+)
- Experience integrating with mobile Apps
- Django/Flask permissions model, caching, async mechanisms
- Understanding of caching, database interactions
- Able to engineer the best performing solutions and always keeping scalability in mind
What makes you a great fit:
- Strong problem solving skills
- Knowledge of data structures and algorithms
- Hungry for more responsibility and knowledge
- Passion for building robust systems that are engineered to handle failure scenarios, an undying love and attitude for maintaining coding standards
- Strong advocate for producing quality software who makes sure issues are raised and resolved
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Interested In Making Career In 'Instructional Design'? Then Let's Connect !!!!
The objective of the Emeritus ID Academy is to provide ID training to the selected candidates over 4-5 weeks (approximately one month). They will learn the fundamentals of instructional design from the industry experts and practice ID skills such as storyboarding, visualization and design of the content and so on with support from ID professionals. Post the ID training and completion of their Capstone Project, we'll assess the candidates and onboard them with Emeritus based on their screening results.
Here's more about Emeritus and the ID academy. About us -Emeritus is committed to teaching the skills of the future by making high-quality education accessible and affordable to individuals, companies, and governments around the world. It does this by collaborating with more than 50 top-tier universities across the United States, Europe, Latin America, Southeast Asia, India and China.
Emeritus' short courses, degree programs, boot camps, and senior executive programs help individuals learn new skills and transform their lives, companies and organizations. Its unique model of state-of-the-art technology, curriculum innovation, and hands-on instruction from senior faculty, mentors and coaches educates more than 100,000 students per year across 80 countries.
Founded in 2015, Emeritus, part of Eruditus Learning Solutions, has more than 1,200 employees globally and offices in Mumbai, New Delhi, Shanghai, Singapore, Palo Alto, Mexico City, New York, Boston, London, and Dubai. The company has raised over $160 million in capital and is backed by the Chan Zuckerberg Initiative, Sequoia India, Leeds Illuminate, and Prosus Ventures.
- Learn the science and art of instructional design from industry experts and practitioners.
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- Be familiar with the job expectations and attitude in the online education industry.
- Become industry-ready to kick-start your career as an Instructional Design professional.
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Software Engineer, Memorres