[24]7.ai | BPO Call Center Quality Manager

1 month ago

bangalore, India [24]7.ai Full time

Who are we?

Founded in 2000, [24]7.ai is a global leader in intent-driven Customer Engagement solutions. We are redefining the way companies interact with consumers. We combine Artificial Intelligence with Human Intelligence to substantially improve customer experience. Our clients include more than 250 of the world’s largest and most recognizable brands across 12 industries. We hold more than 150 patents and patent applications, including several specifically related to Artificial Intelligence and customer experience.

[24]7.ai Outsourcing: We are redefining the way companies interact with consumers with our constant connectivity. We help businesses attract and retain customers, and make it possible to create a personalized, predictive and effortless customer experience via various channels – Chat, Messaging and Voice.

[24]7.ai Technology: [24]7.ai is a leader in the conventional AI Market, with over 250+ Fortune 500/1000 customers. We continue to transform our business to drive greater value to our Team, shareholders, customers through new product development & market growth. We are a profitable pre-IPO company that processes and analyses over one billion customer interaction events per year. Simply stated we are using predictive analytics and Big Data to improve customer service and increased sales or our Customers. We work with large enterprises to increase conversions reduce the cost of service and sales, and dramatically improve the customer service and Sales expressions they provide.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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