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 |
About Leading BPO
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- Ensure correct and timely reporting
- Collaborating with another department
- Create and give presentations
- Help managers in evaluating performance (e.g. writing reports, analyzing data)
- Understand each department’s (e.g. Marketing, Sales, QA, Development, PMs & Operations) daily processes and goals
- performance tracking; ensure regular monitoring and report on plan vs. actual performance
- escalate possible issues on time
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- Assist with the management of the project life cycle from inception to final delivery sign-off
- Provide an active role and use critical judgment in the development of all project deliverables
- Assist Project Manager (PM) to ensure project requirements, standards, and documentation are followed
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Responsibilities
- To Co-ordinate with regional teams and collect the required data
- Knowledge of advanced MS Excel, Presentation is a must
- Candidate must be able to handle large data sets and handle spreadsheets.
- Good at analyzing the data & Presentation
- Coordination with the team for timely submission of reports, tracking progress
- Understand the reporting model infrastructure and implement streamlined process solutions toward a more efficient reporting model.
- Preparation and analysis of daily, weekly, and monthly reports of different functions and summarizing the same
- Must be able to Generate/Update Reports, Create dashboards, Pivot tables
- Monthly/ Quarterly reconciliations and data cleansing to ensure the integrity of reported numbers.
- Review and investigate trends and provide commentary for management.
- Finding discrepancies in the process and arriving at a resolution
Eligibility
- Proven experience in MIS
- Ability to be self-motivated and self-directed and think and act independently while also being team oriented
- Good follow-up skills, the ability to understand, adaptability to process changes, and a strong sense of importance and ownership
- Good in numbers (Mathematics)
- Good in Excel
- Good communication skills
Personal skills:
Strong interpersonal and team working skills
Self-motivated that is able to work with minimal supervision
Demonstrate strong analytical and problem-solving skills
Ability to communicate effectively at all levels Strong attention to detail
As a customer success manager, your goal will be to provide outstanding customer service to
our clients by developing effective customer service procedures, implementing customer loyalty
programs, and Improve customer experience and customer satisfaction (Customer Love
metrics)
Responsibilities
● Be the single point of contact for all your customers from the time they sign the contract.
● Establish a trusted relationship with them and help them succeed with QDC through
product adoption and delivering the value promised.
● Understand the customer’s goals, org structure, key challenges, and define their
success.
● Work with sales and onboarding team to plan and execute a seamless customer on-
boarding process, ensuring a smooth ‘go live’.
● Identify customer insights and pain points and help shape the product roadmap by
providing active feedback to the product team.
● Proactively identifying and prioritizing resources and effort according to perceived risk,
potential growth, strategic value and renewal timeframe, making sure subscriptions are
renewed timely.
● Monitor at-risk customer behaviour and carry out activities to retain them.
● Own churn and expansion for all your accounts.
● Identify opportunities for portfolio growth and contact customers for upsells.
● Work towards turning customers into advocates of QDC.
● Collaborate with the Marketing team to build customer case studies, testimonials, and
referrals.
What are we looking for?
Attitude
● Empathy
● Positive Attitude
● Organized
● Process Driven
● Coachable
● Patience
● Metrics Driven
Skills
● Ability to explain in uncomplicated/ simple language
● Attentive and Listening Skills
● Effective Negotiator
● Creative Problem Solver
● Comfortable with huge data and analytics
What an ideal candidate looks like
● At least 2+ years of work experience in a customer-facing role such as Customer
Success, Account Management and Sales, etc.
● Ability to understand a software product and its nuances very well.
● Excellent written and verbal business communication skills.
● Strong problem-solving skills, technical and analytical aptitude with the ability to quickly
learn and adopt technical products.
● Ready to work during US hours - in future
What you can expect in the next 12 months
Within 1 month -
You should have acquired a good knowledge of the laundry
domain, QDC product and process that we follow.
- You should have spent a day at the laundry store to get live
hands-on experience.
- Have a one-one chat with every member of the Quick Dry
Cleaning team so you get to know everyone well and understand
each other.
- Start owning the renewal process with the help of peers.
Within 3 months
- You should be able to manage the portfolio assigned with some
dependencies on your peers.
- Should start working towards the identification of possible
opportunities in terms of expansion of the accounts.
- Participate in conversations regarding process refining.
- Should be able to independently handle complex sets of queries
related to the product.
- Track and hit key implementation milestones.
Within 6 months
- You should be able to independently manage the portfolio
assigned.
- Should be able to define the expansion targets for your portfolios.
- Should be able to add value to the overall process alignment
owning some initiatives.
- Provide feedback to Marketing, Sales, Support, Success and
Engineering teams to further improve product.
Within 12 months
- Participate in interviewing and hiring, as a way to influence team
growth and show QDC values and drive our culture.
- Deliver and present metrics related to success and show
improvements.
Exp-8-12 Years
Job location-Hyderabad, Bengaluru, Mumbai, Pune and Goa
CTC – As per market standard
Notice Period-Max 15 -30 days joiners
Responsibilities:
- Work with Database Architect to understand the design considerations for the BI Next Gen Data Warehouse.
- Take accountability of the development / update of the DW Database Objects and Code as per the requirement.
- Take accountability of the development / update of the PowerBI and SSRS Reports.
- Take accountability of Unit Testing the developed solution.
- Be available for weekend job monitoring and troubleshooting, as necessary.
- Ensure that all delivery timelines are adhered to.
- Work with QA (Testing) team to test the DW / Report Solution and fix as necessary.
Job Requirements:
- 8 - 10 years of experience in SQL Server database development.
- Excellent understanding of SQL Server 2016 and above.
- Excellent understanding of T-SQL. Must have the ability to analyze, debug and write complex T-SQL code.
- Very good hand-on knowledge on query tuning and performance optimization.
- Excellent understanding of SQL Server Integration Services and SQL Server Reporting Services.
- Excellent understanding of PowerBI.
- Should be completely aware of coding standards and should be able to develop high performance & scalable database applications.
- Exceptional Problem Solving and Analytical Skills.
Excellent communication skills (oral and written).
Supporting today’s data driven business world, our client acts as a full-stack data intelligence platform which leverages granular and deep data from various sources, thus helping the decision-makers at the executive level. Their solutions include supply chain optimization, building footprints, track construction hotspots, real estate, and lots more.
Their work embeds geospatial analytics, location intelligence and predictive modelling in the foundations of economic modelling and evaluation theory to build data intelligence layers for their clients which include governments, multilateral institutions, and private organizations.
Headquartered in New Delhi, our client works as a team of economists, data scientists, geo-spatial analysts, etc. Their decision-support system includes Big-Data, predictive modeling, forecasting, socio economic dataset and many more.
As a Senior Manager– Data Intelligence, you will be responsible for contributing to all stages of projects– conceptualizing, preparing work plans, overseeing analytical work, driving teams to meet targets and ensuring quality standards.
What you will do:
- Thoroughly understanding the data processing pipeline and troubleshooting/problem-solving the technical team
- Acting as SPOC for client communications across the portfolio of projects undertaken by the organization
- Contributing to different aspects of organizational growth– team building, process building, strategy and business development
Desired Candidate Profile
What you need to have:- Post-graduate degree in relevant subjects such as Economics/ Engineering/ Quantitative Social Sciences/ Management etc
- At least 5 years of relevant work experience
- Vast experience in managing multiple client projects
- Strong data/quantitative analysis skills are a must
- Prior experience working in data analytics teams
- Credible experience of data platforms & languages in the past
❖ Performing requirement analyses by interacting with BA, PM, and
Architect.
❖ Developing high-level and detailed designs.
❖ Design, Develop, Test, Implement and Maintain high-volume, lowlatency applications for critical systems and delivering highavailability and performance.
❖ Writing well designed, testable, reusable, efficient code.
❖ Conducting configuration of your own work.
❖ Reviewing the work of other developers and providing feedback.
❖ Mentor and manage the dev team.
❖ Collaboration with testing team for Integration Testing
we will provide upto 30LPA...
Job Description
● Solicits and maintains network of prospects
● Sells products and/or services and develops new account relationships
● Initiates contact with prospective customers to sell targeted products
● Demonstrates and showcases capabilities of the products/platforms
● Works as a member of a sales team to sell assigned products or services to identified
key accounts
● Demonstrates product knowledge including various solutions, markets and competitive
intelligence
● Prepares and presents proposals to clients utilizing company resources and tools.
● Negotiates, structures and closes "deals" that meet customer expectations and
company ability to deliver; utilizes appropriate company resources per the resources
plan to provide product marketing support or specialized product sales expertise
● Assists in the development of sales plans and strategies.
● Meets sales goals and objectives.
● Other related duties assigned as needed
Education requirement
● Bachelor's degree or the equivalent combination of education, training, or work
experience
General knowledge, skills & abilities
● Good experience and understanding of rewards, incentives and gift card industry
● General knowledge of Human Capital Management, Compensation and Benefits
platforms including systems and applications
● Requires expert negotiation and communication skills, both written and verbal
● Requires solid decision-making and problem solving skills
● Analytical skills are required to determine client business needs and requirements
● Ability to remain calm under various levels of pressure
● Ability to show established track record of involvement in industry trade groups preferred
● Requires the ability to establish and maintain effective working relationships with all
levels of management (internally/externally), employees, clients and public
● Travel will be required
company job level description
● 5 to 10 years field sales experience in a similar industry
● Needs to be a self-starter working with minimal supervision
● Mid-level quota carrying position with a career path to a sales leadership role
● Decisions are made within established policies and standard practices
● Learns to use professional concepts
● Applies company policies and procedures to resolve routine issues
● Is required to have good knowledge of company products and services
● May have own territory or work on a team
What can you look for?
A wholesome opportunity in a fast-paced environment that will enable you to juggle between
concepts, yet maintain the quality of content, interact and share your ideas and have loads of
learning while at work. Work with a team of highly talented young professionals and enjoy the
benefits of being at company.
We are
A fast-growing SaaS commerce company based in Bangalore with offices in Delhi, Mumbai, SF,
Dubai, Singapore, and Dublin. We have three products in our portfolio: Plum, Empuls, and
Compass.company works with over 1000 global clients. We help our clients in engaging and
motivating their employees, sales teams, channel partners, or consumers for better business
results.
Way forward
We look forward to connecting with you. As you may take time to review this opportunity, we will
wait for a reasonable time of around 3-5 days before we screen the collected applications and
start lining up job discussions with the hiring manager. We however assure you that we will
attempt to maintain a reasonable time window for successfully closing this requirement. The
candidates will be kept informed and updated on the feedback and application status
•Proficient in Socket Programming/TCP Server Client Architecture
• Experience in Developing APIs and RESTful services using NodeJS.
• Experience with NoSQL database technologies such as MongoDB, Elastic Search
• Integration of user-facing elements developed by front-end developers with server-side
logic
•Knowledge to handle large database for GPS and building immensely scalable projects
•Writing reusable, testable, and efficient code
•Design and implementation of low-latency, high-availability, and performant
applications
• Implementation of security and data protection
• Integration of data storage solutions (may include databases, key-value stores, blob
stores, etc.
• Integrating with AI/ML Libraries
•Produce high quality code and experience with security implementations Identifying
application security risks and implementing security patches procedures.
For software developers, learning programming languages needs to be practical. This is where the startup has helped more than 15000 students to turn theory into practical knowledge. Currently, offering 9 courses the startup has played a catalyst for thousands of students to land jobs at tech giants like Google, Amazon, Adobe, and Walmart. The startup enables students to follow a comprehensive curriculum and seek help from industry experts without facing any geological barrier.
The founders of the startup are the alumnus of acclaimed institutes like IIT Delhi and Stanford University with experience of working in Amazon, Facebook, Cars24, and other top startups in India.
- Reviewing teacher-student interactions
- Identifying potential quality issues per defined processes
- Developing and implementing strategies to improve overall consumer experience
- Ensuring key issues are escalated in a timely manner
- Assessing alignment of output with functional and instructional specifications and requirements
- Assisting with iterations of metrics, benchmarks and process documentation
- Preparing feedback reports
- Preparing action reports
What you need to have:
- 1-3 years experience in Quality Assessment/ Auditing in EdTech assessing online classes on Scratch and Codelabs will be given preference.
- BTech graduate with excellent knowledge of MIT Scratch, Python and Codelabs
- Extremely strong organizational and communication skills with a strong focus on customer service.
- Experience in creating assessment sheets and conducting calibrations
- Detail-oriented, solution-driven, compliance-minded and results-oriented
- Highly motivated to solve problems with proven troubleshooting skills and ability to analyze problems by type and severity
- Ability to juggle multiple priorities successfully
- Familiar with standard concepts, practices, and procedures within the field
- Ability to work in a fast-paced, dynamic, result-driven, and high-growth organization and meet strict deadlines.
- Takes a sense of ownership
- A team player, with the ability to give and receive constructive feedback