Quality Manager

• Job Profile

• Driving quality deployment process across customer service processes
• Driving customer Impact Projects
• Driving Six Sigma and Lean Deployment
• Driving SLA adherence / Customer CTQ ensuring all parameters are met and corrective and preventive actions are taken
• Driving VOC/ CSAT / NPS actionable across the team and maintain/improve the scores
• Driving inputs from VOC/ CSAT / NPS for improvements
• Contribute and present in client/customer reviews/meetings
• Adhere to compliance to Quality standards (ISO)
• Do goal setting with the team and ensure effective and measurable reviews and feedback mechanisms (MRM, Operations-review, dashboards, BQC's)
• Driving Continuous Improvement projects
• Initiate and best practice sharing across the team
• Driving people development by aligning to the Quality DNA program
• Driving culture of data-based decision making
• Adherence and completion of HCL Quality Role Roadmap requirements.
• Understanding of the clients expectations in terms of the key client deliverables specific to quality and internal metrics to measure the process performance.

Required Profile/ Experience

• Should have hands on experience in usage of Quality methodologies and techniques.
• Hands on experience in customer service projects
• Should possess excellent data analysis skills
• Excellent knowledge of Excel, Word and Power point
• Experience in the reputed BPO / KPO / Business Services with direct client interaction encompassing end to end delivery responsibility for the operations.
• Preference will be given to the candidates who have US, UK experience & expertise in managing high volume business.

Education/Other Requirement

• Graduate/ Postgraduate / Engineer

• BB certified in Lean & Six Sigma will be preferred.

• Ability to work in shifts (24*7 environment)

• Open to travel

Behavioral Competencies

People Management:

Leadership Skills:

Analytical Thinking and Decision Making:

Communication and Presentation Skills:

Customer Orientation: