Quality Manager

• Driving quality deployment process across customer service processes
• Driving customer Impact Projects
• Driving Six Sigma and Lean Deployment
• Driving SLA adherence / Customer CTQ ensuring all parameters are met and corrective and preventive actions are taken
• Driving VOC/ CSAT / NPS actionable across the team and maintain/improve the scores
• Driving inputs from VOC/ CSAT / NPS for improvements
• Contribute and present in client/customer reviews/meetings
• Adhere to compliance to Quality standards (ISO)
• Do goal setting with the team and ensure effective and measurable reviews and feedback mechanisms (MRM, Operations-review, dashboards, BQC's)
• Driving Continuous Improvement projects
• Initiate and best practice sharing across the team
• Driving people development by aligning to the Quality DNA program
• Driving culture of data-based decision making
• Adherence and completion of HCL Quality Role Roadmap requirements.
• Understanding of the clients expectations in terms of the key client deliverables specific to quality and internal metrics to measure the process performance.

• Should have hands on experience in usage of Quality methodologies and techniques.
• Hands on experience in customer service projects
• Should possess excellent data analysis skills
• Excellent knowledge of Excel, Word and Power point
• Experience in the reputed BPO / KPO / Business Services with direct client interaction encompassing end to end delivery responsibility for the operations.
• Preference will be given to the candidates who have US, UK experience & expertise in managing high volume business.

• Graduate/ Postgraduate / Engineer
• BB certified in Lean & Six Sigma will be preferred.
• Ability to work in shifts (24*7 environment)
• Open to travel

People Management: Integrating people process improvement with business process improvement. Establishing a culture of performance and professional excellence by Optimum utilization of manpower through better skill mapping.

Leadership Skills: Successfully influencing the activities of a group towards the achievement of a common goal and the ability to influence others through qualities such as personal charisma, expertise, command of language, and the creation of mutual respect.

Analytical Thinking and Decision Making: Bringing disciplined analysis to data and situations, to see cause and effect and taking appropriate decisions that are consistent with available facts, constraints, and probable consequences.

Communication and Presentation Skills: Effectively communicating to large number of people at the same time and creating interest and excitement in the subject while gaining the trust and enthusiasm of the audience. Good presenters put energy into their presentations and make their audience feel consulted, questioned, challenged and stimulated.

Customer Orientation: Ability to anticipate customer (Internal and External) needs, service them & constantly seek new ways to surpass customer expectations to enhance business value.