Quality Manager

Quality Manager - US Domain (Navi Mumbai) Total Experience - 12+ Years Relevant Experience - 1+ years as a Manager (8+ years into quality management domain) Candidates should be from BPO/BPM background only Candidates from Mumbai/Navi Mumbai location should apply Work from office opportunity 24 x 7 Shifts 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.