Manager-CX Quality

About the team:
At CX Quality we believe that the primary responsibility is to capture customer voice and create opportunities as business and process level. We strive in enabling consultants by providing effective coaching and feedback to deliver the world class experience during an interaction with the customer on any channel
We believe that a true Quality professional is all about understanding customer needs- be it internal or external- and being flexible enough to cater to it and do multiple roles and responsibilities which is crucial to our success.

You are Responsible for:

• Responsible for effective implementation of the Quality monitoring system to achieve goals/ targets while practicing the highest value
• Drive the main objective of Customer Experience enhancement at partner location
• Measure and Govern Quality functional deliverables end to end @OSPs
• Drive Quality initiatives across all functional areas
• Driving 100% adherence to Quality deliverables; metrics for both internal & external
• Work closing with Training team on TNI and measure effectiveness
• Working closely with Ops & cross functional teams to meet the business goals and continuous improvement
• Be responsible for knowledge management and high penetration on information on process changes, new process deployments
• Partner Engagement
• Regular Governance connects with Partner teams to ensure adherence to Quality metrics
• Partner team development
• Driving Projects
• TTQ / Consequence management for bottom quartile QAs

To succeed in this role you should have the following:

• Ability to understand data and insights to drive key metrics
• Good Understanding of Quality methodology and metrics
• Strong people management and cross-functional leadership experience
• Six Sigma Green Belt Certified
• Prior experience in quality management role preferably from BPO industry