Roles

• Identifies, proposes and implements new processes to improve Quality of interactions in the skillset.
• Ensures customer feedback to the Company in the form of analysis and actionable reports (qualitative/quantitative) 
• Checks for trends and inputs issues in the People issues log and Business issues Log
• Initiates and is able to drive and implement projects based on people and Process issue logs independently to ensure continuous improvement.
• Ensures all employees have the proper tools, training, supervision and a healthy environment to be successful in their roles 
• Ensures performances issues are addressed in a timely and professional manner; all steps of disciplinary action are conducted effectively to minimize risk; ensures Head of Quality is kept informed of potential performance obstacles and proactively offers solutions 
• Ensures consistency with the administering attendance policies and procedures appropriately and accordingly; all records are complete and accurate
• Analyze daily, weekly, and monthly reports to current status, and recommend future initiatives and resource planning

Responsibilities

• Positively contribute to EBIT, FAB customer experience and FAB experience for the players through driving of the People and Business Issue Log 
• Manage a team of 40 QLs and QCs
• Monitor metrics & Analysis of the team Performance. Monitor team goals and objectives on a daily/ weekly/ monthly and annual basis, using appropriate tools provided
• Conduct a Weekly performance Review of the process with own and Operation teams
• Develop strong inter-personal relationships with the team to cohesively bond them together with the Company and integrate them with the brand and behaviors
• Ensure that the company’s policies are being adhered to by team and self
• Maintain all documentation as laid out by business and Quality requirements, from time to time
• Initiate Projects as required by the skillset to improve performance for the business.
• Best practice sharing in the team & creating the Escalation Matrix for TL - MCI
• Consolidate inputs from the quality audits and send it across to the training manager.
• Ensures stakeholder engagement and conduct weekly/monthly reviews as required to drive performance improvements.
• Works cross functionally to bring initiatives/projects to closure.

Candidate Profile

• Minimum 3 year experience as a Quality Manager in Voice process BPO / KPO/ ITES.
• Should have worked on the different Quality Tools, Reports and charts .
• Six Sigma certification preferred.
• Should have managed a team size of minimum 20 Quality leads.
• Excellent with Excel & Advance Excel ( Familiar with Vlookup/ Hlookup/ Pivot Table)
• Have managed transaction quality profile for a CALL process for international BPO/ KPO.
• Should have prior BPO/ KPO/ ITES background / experience