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27 Everise Jobs

Director - Quality Assurance

5-10 years

Chennai

1 vacancy

Director - Quality Assurance

Everise

posted 5d ago

Job Description

JOB DESCRIPTION


Principle Accountabilities (Key Result Areas)


Quality Management:

  • Develop, implement, and manage a comprehensive quality management program for the contact center.
  • Establish and monitor key performance indicators (KPIs) to measure and improve the quality of customer interactions.
  • Conduct regular audits and evaluations to ensure compliance with established quality standards and playbook procedures!
  • Collaborate with cross-functional teams to identify areas for improvement and implement corrective actions.

Process Excellence:

  • Lead the design, development, and optimization of contact center processes through Continuous Improvement projects.
  • Implement and oversee process improvement methodologies such as Six Sigma and Lean methods.
  • Analyze data and metrics to identify process bottlenecks, inefficiencies, and areas for improvement.
  • Drive a culture of continuous improvement, fostering innovation and operational excellence through Continuous improvement projects

Training and Development:

  • Develop and deliver training programs to enhance the skills and knowledge of contact center staff.
  • Collaborate with training teams to ensure that quality standards and best practices are integrated into training modules.
  • Provide coaching and feedback to contact center agents to improve performance and adherence to quality standards.

Stakeholder Collaboration:

  • Collaborate with cross-functional teams, including operations, technology, and customer support, to align quality and process improvement initiatives with overall business objectives.
  • Communicate regularly with senior leadership to provide updates on quality and process improvement initiatives.
  • Work closely with external vendors and partners to ensure alignment with quality standards.

Attributes & Attitude

  • Leadership skills
  • Exceptional analytical and problem-solving abilities.
  • Strong interpersonal and communication skills.
  • Project Management Abilities
  • Continuous Improvement Mindset
  • Quality Management Expertise

Knowledge

  • Education: Bachelor's degree in any field.
  • Experience: 3-5 years of progressive work experience in Quality Assurance, Process Excellence, or Continuous Improvement in a Senior Manager capacity
  • Lean or Six Sigma Black Belt Certified
  • Strong understanding of quality assurance methodologies and process improvement frameworks.
  • Demonstrated success in implementing Six Sigma, and Lean black belt projects and with tangible ROIs
  • Excellent analytical and problem-solving skills, with the ability to interpret data and trends.
  • Strong communication and interpersonal skills, with the ability to influence and collaborate with diverse stakeholders.


Employment Type: Full Time, Permanent

Read full job description

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Flexible timing
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Night Shift
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Everise Benefits

Soft Skill Training
Team Outings
Job Training
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Child care
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