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BPO Call Center Quality Manager
2 weeks ago
Key Requirements:
Location: Bangalore
Should have worked in International BPO (no domestic)
Flexible for US shift
Lean Six Sigma Green Belt certified, Should have worked on DMAIC projects, minimum 6 years of transactional quality experience, experience on minitab is an added advantage
Knowledge of 7 QC tools and statistical tools
Handled a good span of control, should have worked at manager level for at least 2-3 years.
Job Description:
Mandatory requirement:
- Should have transactional quality experience
- Should be able to use quality tools and should have analytical bent of mind
- Six sigma green belt certification
- Experience in retail sector will be an added advantage
- Should have worked on at least 4 - 5 projects
- Client Interaction
- Should be comfortable to work in rotational shift
- BPO sector experience
Job Responsibilities
1. Client interactions
2. Manage and develop improvement plans in liaison with other department(s)
3. Effective resource utilization
4. Meeting & exceeding defined KPIs
5. Able to motivate team members.
6. Manage Operations Quality Team
a. Effective resource utilization
b. Meeting & exceeding defined KPIs
c. Able to motivate team members
d. Initiate KPI projects
7. Assures effective process and policy mechanisms are in place
8. Develops and assures compliance with the Service Level Agreements between internal and external customers
9. Assures confidentiality and integrity of data
10. Assures implementation of compliance with the Information Technology Standards (System checks, whitelist)
11. To oversee risk management activities across the Program
12. Developing, establishing, and maintaining an effective system-wide compliance and ethics program designed to prevent, monitor, detect, and respond to non-compliance and recommend corrective actions to fully meet regulatory requirements. This includes a system of education and training to promote compliance awareness.
13. Identify and address compliance gaps (issues or processes where compliance risk exposure exists or accountability is not clear), particularly where such issues involve more than one functional unit.
14. Ensure audits like contractual, compliance (BGC, access management) are conducted. Also assessments with various departments
Minimum requirements (Education Qualification & Work Experience)
Education Qualification : Graduate & above (Any Discipline)
Certification / Trainings if any: Green belt certified
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