Delivery Process/ Function Name

Quality

Educational Qualification

B.Sc. / BE / B Tech/ MBA/ B.Stat

Skills ( Must Have)

• Problem solving tools/ analytical skills •
• Excellent communication / interpersonal, facilitation skills •
• High energy level, confident, assertive and team player

Experience ( Minimum)

• • Functional knowledge of Six Sigma, Statistical tools, Quality & Process re-engineering
• • Exposure to ISO, CMMi or COPC will be added advantage
• • Consulting experience in Shared Services Set up/BPO space is desirable

Audit the number of cases / calls as mandated by the client and track performance
• Review calls/completed cases for adherence to internal/regulatory guidelines
• Record feedback on Agents & his/her areas of improvements
• Bring in necessary changes to the process and constant updation of core process
• Attend calibrations sessions both internal and with the clients
• Collaborate with supervisors to share quality performance issues and provide regular reports on overall performance and trends
• Identify and support other opportunities for quality improvement across the team
• Develop materials and process documentation to support training as and when required
• Documenting quality issues, performance measures and quality improvements for management reviews
• Create quality score cards to track performance level
• Sharing feedback and briefings to associates to improve their quality
• Coordinating and facilitate calibrations
• Able to identify the Root cause and share observations with Operations
• Should have knowledge on 7 QC tools
• Must have a good knowledge on Excel
• TNA/TNI/TTQ
• RAG analysis and BQM to identify bottom performers and support management
Excellent oral and written communication and listening skills
Responsible for achieving individual key performance indicators whilst maintaining appropriate operational risk control and compliance in all activities.
Must possess procedure driven judgment to find the best solution to an issue.
Maintaining a positive, empathetic, and professional attitude toward customers always.
Communicating and coordinating with colleagues, as necessary

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