Senior Quality Operations Manager
1 week ago
About Eureka Outsourcing Solutions Pvt Ltd.
We are a leading provider of outsourcing solutions, and we're looking for a highly skilled Senior Quality Operations Manager to join our team.
Salary:
The estimated salary for this role is ₹12 LPA (₹1,200,000 per annum) in India.
About the Role
This is a PAN India role that requires you to ensure all services meet quality standards as per client business requirements. You will be responsible for aligning your team with customer expectations and delivering quality standards.
Key Responsibilities
- Understand customer expectations and align your team to deliver quality standards
- Manage quality deliverables and drive strategy to optimize business and functional deliveries
- Review key drivers, metrics, and operational processes that drive KPI results and align your team towards the same
- Manage QA Framework Implementation
- Define audit strategies to ensure maximum improvement in quality performance
- Use smart logic in sampling for transactional audits
- Optimize QA staff for maximum efficiency (productivity and accuracy)
- Ensure timely review of the team to ensure adherence to quality department deliverables and ensure RNP matrix are met for processes
- Ensure timely closure of RCA's
- Review and redefine the end-to-end non-compliance monitoring process
- Conduct daily hygiene checks on KPI outliers (operators) like AHT, CSAT, and FCR to improve performance
- Design key performance indicators and define key responsibility areas for QA staff
- Recommend KPI changes as and when required to business to improve performance
- Manage end-to-end QA employee life cycle in operations
- Responsible for career development and growth path for QA staff
- Drive continuous improvement initiatives and automation opportunities to improve effectiveness and build efficiencies in the program
- Strong inter-departmental collaboration
Requirements and Qualifications
- 8+ years' experience in the Service/Sales industry with 5+ years in a Quality managerial role
- Good experience of managing big-size teams and multi-location
- Quality/Process control/Six Sigma certification is preferred
- Excellent communication skills and exposure to multi-client engagement with the ability to communicate at all levels
- Excellent writing and reporting skills to transform conversations and current working procedures into documented business outcome notes
Eureka Outsourcing Solutions Pvt Ltd. is an equal opportunities employer. We welcome applications from all qualified candidates. The selected candidate will be required to undergo a thorough background check before joining the company.
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