Quality Manager

4 weeks ago

Mumbai, India Foundever™ Full time

Manager Quality - IND Business

Total Work experience - 10 Years

Relevant work experience - 1 + yr as a Manager

Shifts  - 8am-10pm (Work window) / Rotational

Weekoffs - Any 1 day (rotational)

Summary of Primary Job Responsibilities: 

 

  • Responsible for devising and establishing Quality procedures, standards and specifications
  • Review customer requirements and make sure they are met and Look at ways to reduce waste and increase efficiency.
  • Set up and maintain controls and documentation procedures.
  • Monitor performance by gathering relevant data and produce statistical reports
  • Measure performance and identify any areas of weakness, recommending and implementing improvements
  • Liaise with other managers and staff and provide training, tools and techniques to enable others to achieve quality standards. Assess the effectiveness of changes made.

Typical Qualifications: 

 

Education:

  • Bachelor's degree in business administration or relevant fields.

Experience Target (in this job or a related function/field):

  • Prior experience in quality assurance as a manager or other related roles.
  • 3 plus years’ experience in an operations/customer service call center environment.

Skills: (identify essential skills required, and identify additional skills that enable success in performing this job)

  • Strong knowledge of quality assurance standards and methodologies.
  • Excellent managerial, leadership and communication skills.
  • Analytical approach with good numerical skill and understanding of statistical analysis.
  • Keen attention to detail and organizational abilities.
  • Basic knowledge of computers and use of software like MS Office.

Knowledge: (describe type and level of knowledge needed to perform essential job functions and those that enable success in performing this job)

  • Demonstrated experience in managing quality/operations teams in a service environment.
  • Must have handled large teams in BPO for Voice & Non Voice process
  • Understands the value of confidentiality and sensitivity of tasks at hand
  • Consistently exhibits honesty in giving reliable solutions/answers to client’s inquiries and or issues

Abilities: (describe type and level of abilities needed to perform essential job functions and those that enable success in performing this job)

  • Ability to work under pressure in a fast-paced dynamic environment.
  • Clear and logical thinking with an ability to deal with ambiguity.
  • Communicates effectively in a positive manner
  • Excellent Customer Service Skills
  • Demonstrates an ability to be well-organized, efficient and self-disciplined

Special Certifications (if appropriate--identify if required to perform the job or just preferred)

  • Certification in Lean and/or Six Sigma or equivalent, would be preferred

Travel Required (typical % of time, scope of travel (in country, international), transportation mode, special issues):

  • Not required.

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