AddressQuality Manager - UK Travel Domain - Mumbai
Summary of Primary Job Responsibilities:
Typical Qualifications:
Education:
Experience Target
Skills:
Knowledge:
Abilities:
Special Certifications
Travel Required
- Total Experience - 12+ Years
- Relevant Experience - 1+ years as a Manager (8+ years into quality management domain)
- Candidates should be from BPO background only
- Candidates from Mumbai location should apply
- Work from office opportunity
- UK Shifts
Summary of Primary Job Responsibilities:
- Responsible for devising and establishing Quality procedures, standards and specifications
- Review customer requirements and make sure they are met and Look at ways to reduce waste and increase efficiency.
- Set up and maintain controls and documentation procedures.
- Monitor performance by gathering relevant data and produce statistical reports
- Measure performance and identify any areas of weakness, recommending and implementing improvements
- Liaise with other managers and staff and provide training, tools and techniques to enable others to achieve quality standards. Assess the effectiveness of changes made.
Typical Qualifications:
Education:
- Bachelor's degree in business administration or relevant fields.
Experience Target
- Prior experience in quality assurance as a manager or other related roles.
- 3 plus years' experience in an operations/customer service call center environment.
Skills:
- Strong knowledge of quality assurance standards and methodologies.
- Excellent managerial, leadership and communication skills.
- Analytical approach with good numerical skill and understanding of statistical analysis.
- Keen attention to detail and organizational abilities.
- Basic knowledge of computers and use of software like MS Office.
Knowledge:
- Demonstrated experience in managing quality/operations teams in a service environment.
- Demonstrated ability managing and developing large high performance teams of analysts/managers is required.
- Must have handled large teams in BPO for Voice & Non Voice process
- Understands the value of confidentiality and sensitivity of tasks at hand
- Consistently exhibits honesty in giving reliable solutions/answers to client's inquiries and or issues
Abilities:
- Ability to work under pressure in a fast-paced dynamic environment.
- Clear and logical thinking with an ability to deal with ambiguity.
- Communicates effectively in a positive manner
- Excellent Customer Service Skills
- Demonstrates an ability to be well-organized, efficient and self-disciplined
Special Certifications
- Certification in Lean and/or Six Sigma or equivalent, would be preferred
Travel Required
- Not required.
