Quality Manager post in Ienergizer Gurugram For International Process

Role & responsibilities

Key Responsibilities

• Develop and Implement Quality Frameworks:

  Create and maintain quality standards, quality control plans, and Critical to Quality (CTQ) metrics for voice, chat, and email processes.

• Conduct Audits and Monitoring:

  Perform regular transaction monitoring, audits, and compliance checks to identify performance gaps.

• Drive Continuous Improvement:

  Implement process improvements, Six Sigma, or Green Belt initiatives to enhance customer experience and operational efficiency.

• Provide Feedback and Training:

  Deliver feedback and refresher training to agents and front-line staff to address quality issues and improve skills.

• Manage Client Reporting:

  Accurately capture, analyze, and report on client-related KPIs and quality metrics.

• Lead Quality Teams:

  Manage, motivate, and develop teams of Quality Analysts, Managers, and other quality personnel.

• Facilitate Calibration Sessions:

  Conduct calibration sessions with internal teams and external stakeholders to ensure consistent quality standards.

• Ensure Process Compliance:

  Oversee process control and compliance with industry regulations and client expectations.

Key Skills and Qualifications

• Experience

  : Significant experience in Quality Management within an International BPO or a similar environment.

• Analytical Skills

  : Strong ability to analyze data, interpret trends, and drive data-driven decisions.

• People Management

  : Excellent skills in leading and motivating teams, and managing relationships with clients and stakeholders.

• Process Improvement Methodologies

  : Proficiency in tools and frameworks like Six Sigma, Lean, or FMEA.

• Technical Proficiency

  : Working knowledge of BPO quality systems, tools, and CRM technologies.

• Communication Skills

  : Excellent verbal and written communication abilities for reporting and training.

• Leadership

  : Ability to provide direction, motivation, and build high-performing quality teams.

Salary:- Upto 12LPA

Flexible to work in shifts

5 days work

Contact Vinay HR :- 9910155221