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Job Description
- Track, analyze and find out internal efficiency by analyzing operations KPIs default
- Analysis, track and figure fully the quality standards of the customers’ satisfaction drop and
- enhancements recommendations
- Contact, check and know the reasons of customers leaving reasons and act as the voice of the customer.
- Drive and lead the quality metrics as a target for different processes.
- Manage, monitor and analyze process performance on Call Quality, FCR, CSAT and other relevant metrics
- etc.
- Lead and supervise business intelligence teams aligned to each process for producing business
- intelligence to clients and internal stakeholders & drive improvement initiatives.
- Maintain reporting timelines and targets to ensure efficiency
- Support and asses 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 (Six Sigma / COPC / ISO / Lean Sigma / DFSS).
- Supervise and Work on process improvements through quality initiatives and Six Sigma methodology.
- Mentor and develop the team including regular performance feedbacks and appraisals.
- Manage, supervise Process Improvement and Adherence, Process Standardization and TAT reduction.
- Ensure key issues related to process is reported and corrective action are taken.
- Manage and lead Coaching/ Counseling/ imparting skills to reportees / Sharing knowledge & information/
- Trainings for team, team developmental activities.
- Monitor staff achievements, perform periodic performance appraisals, and provide guidance, coaching or
- training to direct reports in performing their delegated duties
- Optimize the use of personal and team time/effort in carrying out assigned duties, to ensure work meets
- agreed standards for timeliness and quality
- Ensure continuous monitoring of trends in the market and provide advice to leadership on potential
- initiatives
- Maintain confidentiality in all matters related to work and information.
- Perform any other duties assigned to him/her related to the nature of the work.
Job Requirements
Qualifications
- Bachelor’s degree in Business Administration, Quality Assurance or any related field
- Masters degree is a plus
- six sigma, Lean sigma ,COPC is a Must
- At least 7 years of experience in Quality assurance in a call center industry or any similar role.
Experience & Skills
- Excellent Communication skills
- MS Office operating skills
- Analytical skills
- Interpersonal skills
- Problem Solving skills
- Strong planning and organizing skills
- Skilled in strategy and business development