Senior Manager - Quality - BPO (10-15 yrs)

Profile and Experience:.

- 11+ years of industry experience in Quality & Training domains in contact center customer service domain.

- Experience in banking domain is preferred.

- Exposure to different improvement frameworks like six sigma, lean Six Sigma Black Belt certification is preferred knowing the Global scale and impact of the role.

- Successful track record of improving performance against quality, efficiency, and effectiveness metrics, and meeting/exceeding contractual service level performance requirements.

- Strong client-facing skills with excellent communication, negotiation and conflict management skills.

- Strong Process Knowledge and Compliance to Multiple Audit procedures.

- Thorough knowledge of MS office tools like Power point & excel are critical for the job.

- Experience in implementing innovative solutions and driving technologies, automation.

- Analytical acumen and the ability to streamline complex processes.