PIA Sr. Manager

Role Description
This is a full-time on-site role located in Bengaluru for a Team Lead Call Quality Adherence. As part of this role, you will supervise, mentor, and coach a team of Call Quality Analysts. You will be responsible for developing and implementing quality control procedures to ensure consistent delivery of an excellent Process Improvement team while also driving employee engagement and performance. In addition to monitoring and analyzing calls made by PIA representatives, you will be responsible for providing feedback to the team to continuously improve the quality of process.

Qualifications
Bachelor s degree in Business Management or a related field Minimum of 4-7 years of experience working in a similar role, preferably in a call center environment Should handle a team of 15-20 associates Excellent verbal and written communication skills, interpersonal skills Detailed knowledge of quality standards, principles, and procedures(QC tools) Experience with data analysis and performance metrics. Excel knowledge is a must Ability to work in a fast-paced environment, manage multiple priorities, and meet deadlines

Strategic Leadership:

Develop and execute a comprehensive strategy for process improvement
adherence aligned with organizational goals and objectives. Collaborate with senior leadership to define and prioritize improvement initiatives that contribute to operational excellence.

1. Process Assessment and Design:

Conduct thorough assessments of existing processes to identify areas for
improvement. Design and implement optimized processes, ensuring efficiency, scalability, and compliance with industry standards and regulations.

1. Performance Metrics and Monitoring:

Establish key performance indicators (KPIs) to measure process adherence
and effectiveness. Implement monitoring systems to track and analyze process performance, providing regular reports to leadership.

1. Change Management:

Lead change initiatives to ensure smooth implementation of new processes
and adherence protocols. Work closely with cross-functional teams to address challenges and resistance to change, fostering a culture of continuous improvement.

1. Training and Development:

Develop and deliver training programs to educate employees on new
processes and adherence requirements. Provide ongoing support and resources to teams to promote understanding and compliance.

1. Collaboration and Communication:

Foster collaboration across departments to gather insights and feedback on
existing processes. Communicate effectively with all stakeholders, keeping them informed about process improvements and adherence expectations.

1. Risk Management:

Identify potential risks associated with process changes and adherence
strategies. Develop mitigation plans and work with relevant teams to address and minimize risks.

1. Continuous Improvement Culture:
   Instill a culture of continuous improvement within the organization, encouraging employees at all levels to contribute ideas and feedback.