Posted:3 weeks ago|
Platform:
On-site
Full Time
In this role, you will be responsible to support businesses, manage knowledge effectively, Manage Quality Metric for the process, upskill of employees in terms of domain, provide industry trained resources at lower cost to business, creating & delivering modules on Communication Excellence & Customer Centric Behaviour.
Effectively manage and mentor a team responsible for diverse workflows, Quality channels, and stakeholders
Work closely with Operation Team to provide feedback on quality.
Conduct Quality meetings with the team to analyse errors.
Guide and coach QAs to improve and sustain performance.
Passionately tell the story of why Quality matters, build consensus, and inspire others to move fast on fixing problems
Drive accountability with team leads and their teams to meet quality performance goals and ensure program standards are met on a week-over-week basis
Assess and prioritize the top-quality issues affecting the teams in your office across all decision-making channels
Drive investigation of highly sensitive issues affecting your office, working with teams and leaders across clients to understand what happened and why
Stay connected with how our support ecosystem is evolving and help head off quality issues before they begin, as client's products and communities change and grow
Find creative workarounds for quality issues where our tools are the root cause, and a technical solution is not imminent.
Actively re-review decision accuracy audits to ensure accuracy and alignment with quality process
Manage investigations of escalations, to understand the root cause
Any graduate /Post Graduate degree or equivalent with a solid academic record
Relevant experience in the BPM/ Service Industry, with good experience in a Training/Quality, Learning & Development role, communication, and customer experience improvement programs
Demonstrated management ability across diverse functions (direct reports, cross functional relationships, 3rd party vendors. etc.)
Proven track record of collaborating with cross-functional groups to produce results
Demonstrated ability to perform well in a rapidly changing and extremely global team
Strong practical experience with Excel (PivotTable, Charts, Statistical functions) is essential.
Experience with Tableau/Power BI or other similar tools is a plus
Excellent communication skills
Strong critical thinking and exceptional problem-solving skills
Proven track record of breaking down complex process and identifying key pain points to deliver business improvements at the regional or global level
Passion for our mission of ensuring a world class support experience for our community
Quality certification (e.g., Lean Six Sigma, TQM, etc.) a plus
Project management certification (PMP, Prince2, etc.) is a plus
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