Quality Manager (Telecom)

Role & responsibilities

Drive continuous improvement program across processes. Undertake detailed process improvement studies and up skills the team members.

• Provide Training and Quality support, development of metrics and dashboards in line with customer requirements
• Design overall framework of learning development for associates across locations. Ability to lead a team, coordinate with other locations and drive standardized practices
• Strengthen quality management processes/framework to improve quality delivery. Should meet and exceed client metrics
• Accurately capture the reporting needs of each of the client and set up/customize processes to seamlessly meet client's expectation
• Translate key business drivers to performance requirements and accordingly identify/design learning interventions that provide greater flexibility of learning options
• Innovate new ways of learning and help drive adoption of Tech infused learning solutions
• Manage Call/Chat Quality & Client related KPIs with analytical quantification and establish co-relation
• Excellent communication skills. Good people management skills Good knowledge of MS Office Analytical / Quantitative skills
• Process Oriented, Planning, Decision making, Data Handling, Ability to prioritize, Ability to meet deadlines and work under pressure in an unstructured environment
• Translate key business drivers to performance requirements and accordingly identify/design learning interventions that provide greater flexibility of learning options
• Prepare WBR/MBR and client deliverables deck

Preferred candidate profile

10+ years of industry experience in Quality & Training including Telecom experience

• Flexible to work 5-Days and in Evening/Night shifts
• Exposure to different improvement frameworks like six sigma, lean. Sig Sigma Black Belt certification is preferred
• Strong analytical skill- ability to work with huge volume of data using statistical tools

• Sig Sigma Black Belt certification is preferred

• Thorough knowledge of MS office tools like Power point & excel are critical for the job
• Strong client-facing skills with excellent communication, negotiation and conflict management skills.

• Telecom experience is must .