Manager - Quality

16 hours ago

Mumbai, Maharashtra, India Ibex Full time ₹ 8,00,000 - ₹ 12,00,000 per year

Overview:

The Quality Manager is responsible for managing the overall QA Operations for multiple programs across all sites.

Knowledge

  • Proficient in the use of commonly used Quality Transaction Monitoring tools such as Verint, Nice as well as strong working knowledge in the use of reporting tools such as MS Excel and PowerPoint
  • Knowledge of Six Sigma methodologies preferably with Black and Greenbelt certification
  • Knowledge of COPC, TQM, ISO or other QM tools/concepts
  • Knowledge of Call Center operations and procedures

Skills

  • Excellent communication skills
  • Excellent presentation and analytical skills
  • Strong interpersonal skills at both individual and team level
  • Must possess effective organizational skills and time management skills
  • Strong reporting skills

Abilities

  • Ability to effectively lead a team and foster professional working relationships and high standard of work ethics
  • Possesses a collaborative working style and the ability to work independently and in a team environment.
  • Ability to plan, organize, and schedule work flow to meet rigid project deadlines
  • Adaptable and able to move with change while maintaining a positive attitude
  • Ability to work on several projects simultaneously
  • Ability to communicate professionally with all levels of management

Ability to work on a flexible schedule (graveyard/shifting schedule)

Responsibilities:

  • Supervise Quality Supervisors and a team of Quality Analys
  • Provides developmental feedback, and formal, fact-based performance appraisals to team members on semi-annual basis
  • Ensures that Auditors follow the approved guidelines, SOPs, and processes consistently
  • Organizes time and work to manage priorities and meet deadlines
  • Implements methods and procedures to enhance individual and team efficiency
  • Conducts research and data analysis to conceptualize performance improvements
  • Responsible for internal/external schedule of QA activities, orientation and feedback
  • Serves as liaison and work with the clients to review and resolve issues
  • Provides a weekly status detailing major accomplishments, operations-related issues and risks, performance improvement opportunities, and upcoming activities
  • Provides monthly retention risk analysis
  • Defines Key Performance metrics methodologies
  • Consolidate processing analyst issues to be escalated to Unit Lead or Client teams
  • Submit recommendation for annual budget
  • Responsible for ensuring program and team metrics, including QA calibration and validation
  • Responsible for ensuring that productivity and operational efficiency metrics are achieved
  • Responsible for retaining at least 95% of top performers and at least 85% of overall team
  • Responsible for operating within team budget
  • Ensures that SLAs are met in terms of Productivity, Accuracy and Turn Around Time
  • Assists in identifying root causes of errors, provides recommendations and action plans
  • Provides developmental feedback, coaching and remedial support to the team
  • Promotes continuous learning and skills development through the company's available resources

Qualifications:

  • Bachelor's Degree (any field)
  • At least 5 years of related experience in call center quality transaction management preferably with a global quality set up; 3 years related experience gained in a managerial capacity

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