Manager - Quality - Domestic BPO (8-13 yrs)

Job Title : Sr. Manager-Quality.

Shift Timing : General day shift.

Location - Turbhe (Navi Mumbai).

Selection criteria / eligibility :

- Minimum 8 years of overall experience and at least 3-4 years of team handling experience.

- College degree from a reputed university, preferably MBA. Six Sigma Green belt certification is required.

- Good communication and analytical skills.

- Ability to act fast, and demonstrate presence of mind.

- Good number crunching skillsdecipher trends from numbers.

- To be a leader and be able to lead from the front.

Roles :

- Identifies, proposes and implements new processes to improve Quality of the skillset.

- Ensures customer feedback to the Company in the form of analysis and actionable reports (qualitative/quantitative).

- Ensures all employees have the proper tools, training, supervision and a healthy environment to be successful in their roles.

- Ensures performances issues are addressed in a timely and professional manner; all steps of disciplinary action are conducted effectively to minimize risk;.

- Ensures consistency with the administering attendance policies and procedures appropriately and accordingly; all records are complete and accurate.

- Analyze daily, weekly, and monthly reports to current status, and recommend future initiatives and resource planning.

Responsibilities:

- Monitor metrics & Analysis of the team Performance.

- Monitor team goals and objectives on a daily/ weekly/ monthly and annual basis, using appropriate tools provided.

- Provide support and guidance to the Quality Operations Manager.

- Conduct a Weekly performance Review of the process with own and Operation teams.

- Develop strong inter-personal relationships with the team to cohesively bond them together with the Company and integrate them with the brand and behaviors.

- Provide hands-on assistance to your team in case of problems, both, through direct intervention and mentoring.

- Manage outliers in the team based on the variance Calibration with the team and Ops teams.

- Responsible to performance manage the Quality Operations Managers and suggest remedial and improvement techniques.

- Ensure that the company's policies are being adhered to by team and self.

- Ensure that the aligned department meets the company objective of providing FAB customer experience and contribute to positive EBIT.

- Maintain all documentation as laid out by business and Quality requirements, from time to time.

- Derive effective plans to improve performance and reduce leakages and non compliance issues on the People issues log to improve customer experience and improve contribute towards positive EBIT.

- Initiate Projects as required by the skillset to improve performance for the business.

- Consolidate inputs from the quality audits and send it across to the training manager.

- Ensures stakeholder engagement and conduct weekly/monthly reviews as required to drive performance improvements.

- Works cross functionally to bring initiatives/projects to closure.