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Manage process performance on Call Quality, Compliance and Internal audit.
Managing individual quality teams aligned to each process for transactional quality &
Ensuring reporting timelines & targets.
Driving quality metrics as a target for different processes.
Process Improvement & Adherence, Process Standardization and TAT reduction.
Risk Management for Business with respect to the law and clients
Developing processes & formats to ensure effective quality management of processes
and adherence to compliance standards.
Ensuring calibration on Quality parameters by using various methodologies like gage
R&R, Discussion calibration.
Assisting process owners in managing their processes by doing metric management,
helping them identify areas of opportunity and working towards improving the same,
using improvement methodologies
Mentor and develop the team. Coaching/ Counselling/ imparting skills to reportees/
Sharing knowledge & information/ Trainings for team, team developmental activities
Salary:INR 4,75,000 – 7,00,000 P.A.
Industry: BPO / Call Centre / ITES
Functional Area: ITES , BPO , KPO , LPO , Customer Service , Operations
Role:Quality Assurance/Quality Control Manager
Manager – Quality