Quality Manager

2 weeks ago

India HGS - Hinduja Global Solutions Full time

About HGS

A part of the multi-billion-dollar conglomerate Hinduja Group, HGS is a global leader in business process management (BPM) and optimizing the customer experience lifecycle. We are committed to our mission to innovate, optimize, and grow our clients' business with the perfect balance of technology and people. Our expertise lies in combining technology-powered services in automation, analytics, and digital with domain expertise focusing on Back-Office processing, Contact Centers and HRO solutions to deliver transformational impact to our clients.

To exceed rising customer expectations, businesses must continuously innovate, optimize, and grow. HGS provides its clients with the perfect balance of technology and people to create transformative customer experiences. By the merit of being in the customer service industry for more than four decades now, HGS has been in the thick of all innovations that have swept CRM operations worldwide. Over the past two decades, we have built expertise in nine industries, serving both international and local clients across seven geographies. Now, we are ideating new-age careers in each of these verticals to help us revolutionize today's customer experience, leading our clients to the forefront of their business.

Job description – Quality Manager: (Banking Chat exp only)

Site Stakeholder for the following metrics

TBASS

Health of Compliance

Quality Excellence

Sales Quality

Site Compliance Officer

Stakeholders point person.

Process improvements

Training Flashes

Ensures analysts meet standards for monitoring in an objective fashion all customer contact points.

Responsible for reporting all behavior that does not conform to the quality standards set by account management and Joint Venture client.

Works with Operations, Training and client as consultant as well as regulator of quality issues.

People Management

Handles and resolves resistance of the team to change as it involves conflicting views and opinions.

Conducts training meetings. Expands training knowledge through seminars and keeping abreast of current training issues.

Works with Training Manager and Operations Managers to provide trend reports to address any issues that need refresher training or that may be newly discovered.

Works with QA Team Leaders to resolve grievances.

Develops and trains team members through coaching, providing work advise and motivation.

Process Improvement

Recommends corrective services within client limits to adjust customer complaints.

Provides continuous improvement of processes and systems.

Technical

Designs and implements reports to establish patterns and trends of quality issues as they may arise.

Able to provide quantifiable data to all quality judgments that are made.

Note: Should have worked in chat process in banking project.

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