Group Manager
1 month ago
Job Description
Adherence of Quality SLAs
Design the Sampling Strategy for the process
Monitor process quality check audits
Ensure completion of the Internal and External Calibration sessions
Ensure that Frequency and Event based feedback for the team is complete
Preparation of Quality Standard Documentation for the process and update it on a regular basis with regards to any changes
Ensure all quality related reports and SLAs are being published per defined timelines
Assist the Operations team in the customer compliant and resolution process for the teams
Complete the regular performance review with the team of QAs
Compile MIS for all teams handled
Support the management in review of employee performance based on data with areas of development
Ensure that the QA process meets the ISO Compliance
Drive Continuous improvement initiatives
Drive best practice idea sharing
Achieve QNS target through Quality Initiatives
Identify Training needs for the process and Quality team
Attend Training as per BPET roadmap for self development
Completion of Yellow Belt Role Roadmap
Drive six sigma and LEAN projects in the team
To mentor the Yellow Belt projects
Take vertical level initiatives
Develop and maintain Client and internal stakeholder relationship.
Inbound Customer Service Experience for International Accounts will be preferred.
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Qualifications
Graduate, Six Sigma Trained and Certified Resources will be preferred.
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