Service Quality Manager

A RP Sanjiv Goenka Group company. Firstsource is a leading provider of customized Business Process Management (BPM) services. We are trusted custodians and long-term partners to 100+ leading brands with a presence in the US, the UK, India, and Philippines. Our ‘rightshore’ delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services and Insurance Verticals. Our Clientele includes Fortune 500 & FTSE 100 companies.

To know more about Firstsource please visit our website www.firstsource.com

Job location : Hyderabad

Position :Manager- Service Quality

Division : BPO

Experience : 8-13 years of relevant experience in Quality

Job Role:

• . Responsible for creating a learning environment across the organization.
• Manage and implement quality methodologies such as six sigma, Lean & COPC, at least three years in BPO sector
• Working closely with client to understand requirements and business critical measurements, ensuring appropriate standard of quality monitoring and measurement is implemented to achieve exceptional quality
• Proactive management of identifying trends, producing root cause analysis and providing solutions
• Innovate and improve processes
• Develop and implement training & development process for all employees including new recruits.
• Effectively identifying training needs for all employees and sketch out the training calendar/schedules.

Design training module, develop training material, ensure delivery of training programs and complete logistics management for the programs.

• Managing relationship with vendors such as external trainers, training institutes, e-learning companies.
• Liase with cross-functional teams (EE, Ops, Hiring) and improvise training output and effectiveness
• To periodically conduct reviews and track performance of trainers & QA
• Evaluate effectiveness of training and identify re- training needs.
• Conduct Train the Trainer Program’s.
• Identifying and recruiting AM’s, trainers, training coordinators and communication coaches.
• Partner with clients for implementing programs evaluating training and for requirements to
• be planned and implemented with new ramps & business improvement opportunity
• To plan refresher training for CSA on Customer Service, Voice & Accent, Soft Skills. To work closely with operations & quality to ensure training is effective.
• Awareness and usage of tools to bring about immersive learning environment
• Usage of strategic tools like six sigma, lean, design thinking & agile tools to always stay ahead of competition and create a niche brand for the business and client

· Implement robust monitoring of internal QA and maintains an efficient performance management system

· Lead project delivery teams through the adoption of PE principles, practices, tools and techniques ensuring activity meets expected time, cost, benefit and quality outcomes.

Experience

Required: Required:

• Relevant Experience in Training Management & improvements
• Experience in managing Six sigma, lean projects
• Experience in creating and managing strategic QA framework
• Experience in leading client interactions

Disclaimer:

Contact details

Reena Baldota

Email-reena.baldota@firstsource.com