39 Fishbone Jobs - Page 2

Total 6 Yrs exp out of this 2 yrs exp as a Assistant Manager Quality Call Callibration CSAT Manage Team of QA Count of Audit Quality Score Call or Whatspp cv Sri 8851792136 Neha 8287267407

Roles and responsibilities: Monitor the calls of each advisor and provide immediate feedback to them in case of critical errors and non-critical errors Determine whether the agents maintain a pre-determined and acceptable level of contact handling through monitoring and test contact evaluation. Report contacts handling performance and statistics through monitoring and test contact evaluation. Also share daily, weekly, and monthly reports submitted to the Quality Assurance Supervisor. Will be responsibility to meet Quality related service level monthly Randomly monitor calls to ensure Client/TP standards are maintained. Need to manage BAU, Business intelligence audit and other compliance audits as per business requirement Provide regular feedback to team Members regarding the performance of the team and any issue that needs escalation. To work together as a team and achieve the targets set by clients Need to be flexible and motivate the team at regular intervals Key Skill Set: Good analytical skills Ability to do multi-task Ability to work well in and promote a team environment People Management skills Good communication skills are required Critical Competencies: Customer Service Good analytical skills Must be very good with data representation Must be very good with MS Excel Time Management Ability to multi-task International Experience is mandatory

Role & responsibilities Perform hands-on incoming inspection of raw materials, metal components, and molded parts to ensure compliance with quality standards. Proficient in operating precision instruments such as vision measuring systems, profile projectors, hardness testers, and plating thickness testers for accurate measurements and inspections. Lead supplier selection, validation, and evaluation processes to maintain a high-quality supply chain. Apply advanced quality problem-solving tools and methodologies to address and resolve quality issues effectively. Oversee the selection and calibration of quality instruments to ensure accurate and reliable measurements. Exhibit strong interpersonal and communication skills to collaborate with cross-functional teams and suppliers effectively.

Total 6 Yrs exp out of this 2 yrs exp as a Assistant Manager Quality Call Callibration CSAT Manage Team of QA Count of Audit Quality Score Call or Whatspp cv Neha 82872 67407 Required Candidate profile WFO-Bangalore only not forKolkata ..Apply those who can relocate in Bangalore

Job Description: Duties. Participating in the design of call monitoring formats and quality standards. Perform call monitoring and provide trend reports to site management team. To use a quality monitoring data management system to compile and track performance at an individual level and sharing feedback. Participates in prospect and client listening programs to identify customer needs and expectations. Coordinate and facilitate call calibration sessions for respective teams. Provide feedback to RA's and sharing performance tracker to team leaders and managers. Ability to perform multiple tasks and adjust quickly in short time frames with limited direct supervision Responsibilities: KRA/KPI • Call quality monitoring. • Providing Feedback to DGE. • Generating daily, weekly & monthly Quality Reports. • Upgradation of business processes. • Formulating Assessment Program. • Monitor changing trends. • Drawing feedback and checking quality of maintenance. • Keeping track of latest industry trends. • Creation of evaluation program. • Training and coaching of new joiners. Quality Analyst. Requirements: • Min 01 years relevant experience. (Lead Generation experience preferred) • Excellent Communication Skills. organizational, motivational and time management skills. • Ability to work in flexible hours if necessary (all shifts) • Proficient in MS-Excel. • Excellent Internet Research & Computer skills. • 7 QC tool knowledge preferred

We are actively hiring!!! Designation- Quality Analyst Location- Malad / Thane Shift- Rotational Shift (5 Days working with 2 rotational weekoffs) (including night shifts) Preferred immediate joiner. Roles and Responsibilities - Conduct quality audits, call audits, and root cause analysis to identify areas for improvement. Perform call calibration exercises to ensure consistency among team members' performance. Utilize QC tools such as 7QC, Six Sigma methodologies, and quality tools to drive process improvements. Provide feedback to team members on their performance and suggest training or coaching where necessary. Collaborate with the team to resolve issues related to product knowledge, sales techniques, and customer service. For more information kindly connect with - Simran Rana - 9137514621

Quality Analyst//Sr Quality Evaluator Leading BPO in Bangalore International Process Must be working as Quality Analyst for minimum 1.6 Years Must be Excellent in 7QC Tools CTC UPTO 5.5LPA based on Last CTC Cabs in Odd Hours Looking for Candidates with Max 1Month of Notice Period PLEASE NOTE- THIS IS NOT TESTING PROFILE Role and Key Responsibilities: • Conduct Quality audits on Email, Chat & Calls and share feedback with agents. • Conduct compliance and Quality checks and ensure timely reporting. • Drive continuous improvement - make recommendations and drive improvement. • Data analysis and creation of designated reports/ presentations. • Strengthen Quality management processes/ framework to improve quality delivery. • Ensure data management for all deliverables and be accessible without any delay. • Client Escalation Management. • Participate in internal & external calibrations to ensure consistent scoring & feedback delivery approach. Key skills & knowledge: • Experience in supply chain management domain preferred. • Understanding of the Audit/ Mining & Coaching process. • Good verbal and written communication skills. • Hands on experience in MS Excel, Power Point presentations and Reporting knowledge. • Flexible to work in Shifts 24/7 Environment. • Ability to work under pressure and in strict timelines. • Exposure to online retail/ recovery will be an added advantage. Interested Candidates can call at 8467054123 or mail their cv at simmi@hiresquad.in

Quality Analyst//Sr Quality Evaluator Leading BPO in PUNE International Voice Process Must be working as Quality Analyst for minimum 1.6 Years Must be Excellent in 7QC Tools CTC UPTO 6LPA based on Last CTC Cabs in Odd Hours Looking for Candidates with Max 1Month of Notice Period PLEASE NOTE- THIS IS NOT TESTING PROFILE Role & responsibilities Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.) and reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Delivery Team, Client, Account Management, and Resource Unit partners) Participate in calibration sessions/call listening sessions with Quality staff, Delivery, and clients to ensure scoring consistency and best practices Participate in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes Maintain strong program knowledge base; basic understanding of client products, services and/or program strategies Participate in quality task forces with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners); complete phone time to keep current on programs (as applicable) Contribute to maintaining forms and legends documents Support management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goals Key Skills and Knowledge: Proven experience in Quality methodologies and soft skills (communication skills, critical thinking, time management, team building, etc.) Strong communication skills, both written and verbal Proficient in Microsoft Office Demonstrated ability to multi-task, prioritize, and meet timelines of deliverable. Self-starter, sense of urgency, and works well under pressure. Strong attention to detail Sense of professionalism and ability to develop good relationships. Interested Candidates can call at 8467054123 or mail their cv at simmi@hiresquad.in

Quality Analyst//Sr Quality Evaluator Leading BPO in Bangalore International Voice Process Banking Experience is Mandatory Must be working as Quality Analyst for minimum 1.6 Years Must be Excellent in 7QC Tools Banking Experience Preferred CTC UPTO 7LPA based on Last CTC Cabs in Odd Hours Looking for Candidates with Max 1Month of Notice Period PLEASE NOTE- THIS IS NOT TESTING PROFILE Role & responsibilities Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.) and reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Delivery Team, Client, Account Management, and Resource Unit partners) Participate in calibration sessions/call listening sessions with Quality staff, Delivery, and clients to ensure scoring consistency and best practices Participate in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes Maintain strong program knowledge base; basic understanding of client products, services and/or program strategies Participate in quality task forces with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners); complete phone time to keep current on programs (as applicable) Contribute to maintaining forms and legends documents Support management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goals Key Skills and Knowledge: Proven experience in Quality methodologies and soft skills (communication skills, critical thinking, time management, team building, etc.) Strong communication skills, both written and verbal Proficient in Microsoft Office Demonstrated ability to multi-task, prioritize, and meet timelines of deliverable. Self-starter, sense of urgency, and works well under pressure. Strong attention to detail Sense of professionalism and ability to develop good relationships. Interested Candidates can call at 8467054123 or mail their cv at simmi@hiresquad.in

Job Opportunity for Assistant Manager Quality at Cotiviti Pune!! Job Title: Assistant Manager - Quality Assurance Reports to: Head of Quality Assurance/ AVP Quality Assurance Assistant Manager - Quality Assurance This position manages processes and personnel to conduct Quality Control Audits, ensure process compliance with the process specifications. This position develops effective and efficient methods, maintains documentation throughout the QA process. This Position is also responsible for developing and implementing fixes and improvements, working with their team and with others in the organization to deploy updates and resolve issues that arise during the QA process. Responsibilities: Ensure adherence to companys policies and procedures. Act as an interface between the quality assurance executives and management. Ensure adherence to the client specific SLAs. Ensure quality activities are in line with documented procedures and manage the day-to-day/routine operations. Have supervisorial responsibilities to delegate work and ensure that targets are achieved & reporting timelines are met. Monitoring performance by gathering relevant data and producing statistical reports. Conduct Monthly one-one session with the team to identify gap areas and initiate action plan accordingly. Conduct calibration sessions with the quality auditors and the operation team leaders to ensure they are in sync with the client / program expectations. Organize brainstorming sessions among the quality auditors and team leaders to find out the best possible way to tackle current issues / problems. Analyze data to identify areas for improvement in the quality system. Develop, recommend and monitor corrective and preventive actions. Identifying relevant quality-related training needs and delivering training. (E.g. Feedback Delivery Method, Monitoring Methods, Data Analysis etc.) Strive for continual improvement of the existing quality monitoring systems and the processes by which they are developed. ATTRIBUTES AND BEHAVIORS Develops and maintains positive working relationships with others. Shares ideas and information. Assists colleagues unprompted. Takes pride in the achievement of team objectives. Has credibility with peers and senior managers. Self-motivated – driven to achieve results. Works with a sense of urgency. High customer service ethic – is passionate about meeting customer expectations and improving service levels. Keeps pace with change – acquires knowledge/skills as the business evolves. Handles confidential information with sensitivity. RELEVANT EXPERIENCE & EDUCATIONAL REQUIREMENTS Graduation and clearance of all major exams (SSC, HSC, qualifying degree). Knowledge or experience in healthcare. Six Sigma Certification – Green Belt Certified, Black Belt Certification (will be an added advantage). At least 10 years of experience into Quality in an international BPO Min 5 years of team management experience working in an international BPO SKILLS & COMPETENCIES Strong analytical, critical thinking and problem-solving skills. Excellent verbal and written communication skills. Excel proficiency. Strong organizational skills and adaptive capacity for rapidly changing priorities and workloads. Ability to work well independently and maintain focus on a topic for prolonged periods of time. Comfort in working with team members that are remote and located in the US or India. JOB DEMANDS Occasional requirement to travel (primarily related to training and Company meetings) within India/US Ability to work seated at a computer for long periods of time Candidate should be ready to work in different shifts, including night shift KEY CONSTITUENTS Internal – Account/Management Team, Operations/Other Departments and Direct Reportees. External – Clients. IF ABOVE PROFILE SUITS YOU THEN PLEASE SHARE YOUR RESUME - Jitendra.pandey@cotiviti.com /7350534498

Job Opportunity for Quality Manager at Cotiviti Pune!! Position Summary The Quality Manager is responsible for overseeing the daily operations of multiple QA teams across different regions. This role involves ensuring that teams meet performance expectations, maintain high-quality standards, and consistently achieve business SLAs and KPIs. The manager will drive operational excellence by monitoring team performance, optimizing processes, and fostering continuous improvement across the teams. Responsibilities Team Leadership & Management: Lead and manage a team of 4-5 leads and quality analysts, providing guidance, support, and regular feedback to ensure team members perform at their best.Oversee team performance, ensure adherence to SLAs, and monitor key quality metrics to meet organizational goals. SLA Management & Compliance: Ensure that all Service Level Agreements (SLAs) related to quality reviews, audits, and feedback timelines are consistently met.Monitor and track the team's adherence to SLAs, escalating any potential risks or delays promptly to ensure timely delivery. Quality Control (QC) & Sampling: Review and ensure the completion of daily QC samples as per the prescribed quality standards. Implement risk-based sampling strategies to focus on areas with higher complexity and error rates, optimizing the QA team's resources effectively. Feedback & Improvement: Provide timely and constructive feedback to team members, ensuring continuous improvement in quality metrics.Foster a culture of continuous feedback and learning, driving accountability for individual and team performance. Process Improvement & Optimization: Identify opportunities for process improvements by analyzing data trends, performance metrics, and feedback from audits.Lead initiatives for process optimization to improve efficiency, reduce errors, and streamline workflows across the team. Training & Upskilling: Design and implement training programs to continuously upskill the team on new tools, processes, and best practices.Ensure all team members are fully trained and certified as per organizational standards, keeping their skills up to date with industry trends. Reporting & Analysis: Prepare and present regular reports on team performance, quality metrics, and key findings to senior leadership.Use data-driven insights to identify trends, challenges, and areas for improvement within the team and the overall QA process. Cross-functional Collaboration: Collaborate with other departments (e.g., Operations, Training) to ensure alignment on quality standards and to address process-related challenges.Work closely with team leads to ensure smooth communication and alignment with other business units. Resource Allocation & Planning: Manage the allocation of resources based on team priorities, ensuring balanced workloads and timely completion of tasks.Coordinate with HR and recruitment teams to address staffing needs and help build a strong team for ongoing projects. Audits & Compliance: Oversee periodic internal audits and ensure compliance with quality standards, internal policies, and regulatory requirements.Ensure that the QA team adheres to industry standards and organizational guidelines during audits and quality assessments. Risk Management & Issue Resolution: Proactively identify quality risks and issues, working with the team to implement mitigation strategies.Act as the primary point of contact for resolving escalated quality issues, ensuring that corrective actions are taken in a timely manner. Experience Requirements 10 years of experience in BPO, with a proven track record of leading large teams in the US Healthcare domain. Previous experience in roles such as Assistant Manager (AM) or Quality Manager. Proficient in the use of Microsoft Office Suite (Word, Excel, PowerPoint). Strong written and verbal communication skills, with the ability to convey information clearly and effectively. Demonstrated ability to work independently as well as collaboratively in a team environment. Excellent at multitasking, with the ability to prioritize tasks and meet deadlines in a fast-paced setting. Ability to learn and quickly apply new material Team player with strong desire to assist others and share knowledge Excellent analytical skills with ability to troubleshoot problems and find root causes Flexibility in thought and approach to problem solving. Must have flexibility and willingness to participate in the work processes of the organization as per business requirement, including conference calls scheduled to accommodate global time zones and weekend overtime or recruitment drives IF ABOVE PROFILE SUITS YOU THEN PLEASE SHARE YOUR RESUME - Jitendra.pandey@cotiviti.com /7350534498

Company Description: Sutherland is a global leader in driving business and digital transformation. Over the last 35 years, we have partnered with iconic brands worldwide to deliver revenue growth, operational efficiency, and innovative business models. Job Description: Sutherland is seeking an organized and reliable person to join us as a Customer Experience Manager (Quality Manager). We are a group of driven and supportive individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you! Customer Experience Managers in this role get to: Collect and analyze customer feedback: this feedback that comes through internal and external channels is collected and analyze to identify and act on every opportunity - and so that the manager can champion the voice of the customer. Ensure compliance: with key initiatives, tracking complaints, reporting on status, and manage projects that result in identified issues being prevented or mitigated for future customers. Build a positive experience: cause a measurable reduction in negative comments by tracking and ensuring the dissemination of best practices that result in positive customer experience. Qualifications: Our most successful candidates have: - Creativity, proactivity, and have a bias for action - Experience with marketing, organizational development, psychology, or customer experience - Exceptional project leadership skills, an eye for details, and good-old-fashioned common sense - Experience aggregating and analyzing customer feedback is preferred, but prior experience collecting and analyzing information or data is a foundational requirement - Ability to inspire others to action and to influence without authority is absolutely necessary - Ability to create Customer Journey Maps, Employee Journey Maps, identify opportunities for improved process or design - Passion for learning/learning agile - Excellent written communication skills - Good computer skills: working knowledge of Microsoft Windows, Word, PowerPoint, Excel - Exceptional research skills - The ability to exude a professional demeanor and appearance - Attention to detail and excellent organizational skills

Candidates with international BPO experience will be consider. Work Schedule: 5 days a week, 24*7 shifts, with rotational week offs. Minimum 1 year of experience required as a Quality Analyst.

Monitoring and evaluating the quality of customer interactions. Need to be aware of call calibration, call monitor, Feedback & coaching, BQM, RCA (Root cause Analysis). 7qc tools, Fatel parameter. Contact no- 9311035462 Whatsapp/call (Aman Gangal)