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Assistant Manager - Quality

Assistant Manager - Quality

Metlife

9 - 11 years

35 - 40 Lacs

noida

Posted:2 months ago| Platform:

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Skills Required

service level process improvement information security data collection cmmi ms office continuous improvement stakeholder management operations six sigma

Work Mode

Work from Office

Job Type

Full Time

Job Description

Manage teams and ensure quality and productivity targets are met.

Root Cause Analysis on Customer VOC

Lead & be a part of YB/GB Projects.

Motivate team members and control attrition.

Monitor transactions on an ongoing basis and take corrective steps where necessary or make incremental improvements.

Monitor and deliver on agreed service level metrics.

Provide coaching and feedback to team members to enable them to improve their performance.

Client Interaction, where required at the level of Supervisors.

Ensure compliance with internal policies and procedures, external regulations and information security standards.

Ensure that all QA s in the process know their goals and how they are linked to the Organization s policy.

Effectively manage research/resolution/follow-ups for closure of open items

Providing event-based and frequency-based feedback

Generating Dashboard and reports

Coordinating and being a part of special projects around improving operational efficiency and reducing operational costs

Driving value stories, projects and process improvement ideas

Assisting Ops Manager in identifying training needs for the agents and process level issues that can help improve performance

Brief new agents joining the process and explain how the quality function operates in the process

Generating training need analysis

Help in updating the QSD as and when required

Maintain Quality culture across the LOB

Adhere to compliance to Quality standards (CMMI)

Perform goal setting exercise with the team and ensure effective and measurable reviews and feedback mechanisms

Best practice sharing across the team

Drive culture of data oriented decision making

Knowledge of the Quality function, process and Tools.

Ability to use the desktop computer systems and MS Office.

Certified or Trained on 7 QC Tools

Certified or Trained YB/GB Six Sigma

Strong Analytical skills.

Conflict resolution skills.

Coaching and Feedback ability.

People management skills.

Good written and verbal communication, proficiency in English language.

Interpersonal communication.

Prioritization and time management skills

Ability to continually work in a dynamic/challenging environment

Should understand end-to-end sub processes and should be in appreciation of all critical parameters

Self-initiated and zeal for continuous improvement.

Has the right mindset, is risk friendly and flexible, team player and good people person

Working in teams Passionate, energize.

Strong influencing and interpersonal skills

High willingness to learn

Knowledge on Transaction Monitoring and management

Strong hold on data collection and reporting

Strong Drive for Results and accountability

Planning and organizing skills

Ability to empower, motivate and develop others

Strong internal and external stakeholder management

Excellent decision making and problem solving skill

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Assistant Manager - Quality