Senior Process Manager (Quality)

Hi Candidate,

We are hiring for Senior Process Manager (Quality)

• Overall 10+ years of experience.

• Transitional quality experience is Must.

• Should be comfortable with Night Shift (US Shift - 24*7)

• Telecom experience is preferred.
  

Customer Operations Senior Process Manager Responsibilities

• Prepares performance reports by collecting, analysing, and summarizing data and trends
• Ensure Critical Performance Metrics are met consistently
• Lead client/vendor reviews/calibrations
• Revert to client/vendor queries on routine issues
• Provide innovative ideas to optimize internal metrics & ensure critical matrices are met timely
• Manage multiple teams
• Perform audits and quality checks on Team Leads & Floor Supports
• Provide feedback to the Team Leads & Floor Supports periodically on their performance
• Ensure cross skilling and periodic process re-verification to ensure resource pool
• Perform Training Need Identification for teams
• Perform Bottom Quartile Management
• Ensure directives from senior leadership are percolated and acted upon
• Hold periodic meetings, discuss task delegation and review issues
• Conduct team huddles and meetings to discuss operational updates
• Build team spirit through group sessions, activities, and projects
• Focus on retention of staff through career mapping & guiding team members
• Advocate and follow organizational policies and procedures
• Adhere to the information security requirements
• Ensure all client deliverables met within timelines
• Ensure productivity/quality enhancement and process meet all metrics
• Remediation of any major incident
• Manage client MBR/QBR deck, client calls and reviews

Preferred Qualifications

Any Graduate

Interested Candidate Kindly share your resume on sushmita.gaikwad01@eclerx.com

Thanks & Regards,

Sushmita Gaikwad
Associate Process Manager HR Recruitment
eClerx Service Limited

(Website - https://eclerx.com/)

Contact No : 8788486610