• Total Experience - 15+ Years.
• Relevant Experience - 1+ years as a Senior Quality Manager (8+ years into quality management domain).
• Candidates should be from BPO/BPM background only.
• Only diversity candidates should apply for this role.
• Candidates from Mumbai/Navi Mumbai location should apply.
• Work from office opportunity.
• US Shifts (24x7).
• Job Location: Airoli, Navi Mumbai.

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 clients 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.