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 |
Shubham Vishwakarma
Full Stack Developer - Averlon
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WeatherBug, a division of GroundTruth, empowers people to plan their day thanks to hyperlocal weather forecasts. With 10+ million monthly users, our app and website are favorites on the App Store and Google Play Store. We use a vast network of weather observations and innovative technology to give you real-time forecasts, alerts, and insights. Our team is passionate about enhancing user experiences and always looks for new ways to use weather data to make a difference. Join us at WeatherBug and help people stay informed and prepared for whatever the weather brings. Let's make it happen together!
Learn more: www.weatherbug.com
At GroundTruth, we believe that innovative technology starts with the best talent and we have been ranked one of Ad Age’s Best Places to Work for three years in a row (2021, 2022 & 2023). Learn more about the perks of joining our team here.
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Location : Remote, India
*This role requires Core Work Hours from 8:30 pm to 12:30 am IST (will change as per daylight saving in US). The remaining hours are completed at individual discretion.*
Role Characteristics:
Recognized subject matter expert who knows how to apply theory and put it into practice with in-depth understanding of the professional field with limited oversight from managers. Independently performs the full range of responsibilities within the function; requires deep job knowledge of areas typically obtained through higher education combined with experience. Manages large projects or processes and problems faced are difficult and often complex; analyzes problems/issues of diverse scope and determines solutions. May manage programs that include formulating strategies and administering policies, processes, and resources; functions with a high degree of autonomy. Influences others regarding policies, practices and procedures.
You Will:
- Design, architect, and document the entire system, down to the details, to meet team needs.
- Code robust iOS solutions to solve current problems, identifying and fixing issues within your areas of expertise.
- Act as a CodeOwner and stakeholder in code reviews within your area of expertise.
- Automate unit, integration, and end-to-end testing solutions, working closely with the QA team to ensure seamless integration.
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You Have:
- 4-year degree in Computer Science or a related field OR 9+ years of experience in software development.
- 7+ years of experience in software engineering.
- 5+ years of experience with iOS development tools (Swift, SwiftUI, Objective-C, Xcode, Core Data, Combine, Foundation, UIKit).
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- 3+ years of experience on an Agile team.
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- A strong sense of self-drive and technical expertise to work independently and within a team.
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- Experience in the advertising industry.
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What we offer
At WeatherBug, we want our employees to be comfortable with their benefits so they can focus on doing the work they love.
- Parental leave- Maternity and Paternity
- Flexible Time Offs (Earned Leaves, Sick Leaves, Birthday leave, Bereavement leave & Company Holidays)
- In Office Daily Catered Lunch
- Fully stocked snacks/beverages
- Health cover for any hospitalization. Covers both nuclear family and parents
- Tele-med for free doctor consultation, discounts on health checkups and medicines
- Wellness/Gym Reimbursement
- Pet Expense Reimbursement
- Childcare Expenses and reimbursements
- Employee assistance program
- Employee referral program
- Education reimbursement program
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- Cell phone reimbursement (Mobile Subsidy program)
- Internet reimbursement
- Birthday treat reimbursement
- Employee Provident Fund Scheme offering different tax saving options such as VPF and employee and employer contribution up to 12% Basic
- Creche reimbursement
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- NPS employer match
- Meal card for tax benefit
- Special benefits on salary account
We are an equal opportunity employer and value diversity, inclusion and equity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
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Amazon Web Services (AWS)Hi,
Intuitive (http://www.intuitive.cloud/">www.intuitive.cloud) is one of the fastest-growing Cloud & SDx Engineering solution and services companies supporting 80+ Fortune 1000 Global Enterprise customers in the Americas and Europe. Intuitive is a recognized professional & managed services partner for core superpowers in Cloud (Public/Hybrid) Adoption/Migration & Transformation, Cloud Security, GRC, DevSecOps, SRE, Data, Application Modernization / Containers/K8s-as-a-Service and Cloud Application Delivery
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(Oncall - teams are responsible for their own apps)
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PythonJavascriptReact.js
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- AWS, Kubernetes Certification is preferred
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PHP
HTML/CSS
Follow CutshortShubham Vishwakarma
Full Stack Developer - Averlon