Quality Director

Leading BPO

Quality Director

Etaash Consultants

Company

Home

Quality Director

at Leading BPO

Agency job

via Etaash Consultants

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

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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Assist the support team with escalated customer issues.
Develop, improve, and thoroughly document operational practices and procedures.
Responsible for setting up good security practices across various clouds.