Lead Consultant

2 weeks ago

Hyderabad, India Genpact Full time

Job Description Inviting applications for the role of Lead Consultant - Quality and Compliance Responsibilities 1.Regular audits to cover the monitoring of the various services being rendered by Provider in accordance with the Policy and Procedures Manual. 2.Audit tickets randomly to validate processes as defined are being followed. Should have good knowledge of ISO27001. 3.Audit of documents and standards followed to ensure review of tickets can be completed with ease. 4.Monthly check of all pre-scheduled activities that need to be completed to ensure quality of such activities. 5.For voice quality issues and protocol not followed, the same shall be checked and results shared with Customer. 6. Organize feedback sessions for Provider's technicians to address and monitor improvement areas. 7.Organize and conduct internal knowledge tests, covering general and Customer-specific knowledge. 8.Conduct end user survey analysis regarding Provider's Services provided. 9.Cooperate with the larger operation team, to continuously improve the Service quality. Qualifications we seek in you Minimum Qualifications Bachelor%27s degree in computer science, Information Technology, or equivalent experience. Preferred Qualifications/ Skills - ISO 27001 - - - - - -

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