Job Description

Job Role & Responsibility:

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 ofcore 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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Delivery Process/ Function Name

Quality

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Educational Qualification

Any Graduates

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Responsibilities:

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 ofcore 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

Skills:

Understanding of Quality methodologies like Six Sigma, Lean, kaizen etc.

• Excellent Communication & feedback/ coaching Skills

• Customer Focus: must demonstrate competency in dealing with all levels of employees /management and building strong relationships with teams and all organizational customers.

• Functional/Technical Skills: must possess strong quantitative, analytical and technical aptitude skills

• Drive for Results: must possess the ability to work under pressure, meet deadlines and be accountable for performance.

• Time Management: must be able to multi-task, be detail oriented and demonstrate strong organizational skills.

• Interpersonal Savvy: must demonstrate excellent interpersonal skills with all levels of organizational customers and team members.

• Written Communication: must possess the ability to effectively, accurately and concisely convey thoughts and concepts, and provide information to all organization customers.

• Problem Solving: must demonstrate the proactive ability to find and define problems, understand business impact, identify solutions and provide recommendations for corrective action.

• Decision Quality: must possess the ability to work independently, establish priorities and demonstrate good judgment skills.

• Learning on the Fly: must be willing and able to take the initiative for learning, increasing knowledge and improving skills in a self-directed manner to improve performance and position added-value.

• Dealing with Ambiguity: ability to adapt and excel as a team player in a fast-paced and change-oriented environment.

Good Interpersonal & people management skills with good problem solving approach

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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